Kayo Trial Period Cancellation Didn't Go through, Now They Have Charged My Account

iamnowhere24 on 14/07/2019 - 10:07

Hi
I subscribed to kayo trial period and cancelled immediately. However I saw a charge to my account at the end of the period. So I checked my account and it showed active so again clicked cancel and informed kayo immediately. However kayo is unwilling to refund saying I didn't cancel my account on time.
I know I did it, but didn't know that they send cancellation email and now they are asking the email as evidence.
In these circumstances, can I raise dispute with my bank since I paid with debit card? Contact ACCC? Anything that you guys can recommend?
Thanks for help

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Comments

  • pyramid on 14/07/2019 - 10:12

    Raise dispute with bank and what outcome do you expect ? Why should bank refund ..did they make any mistakes

  • whooah1979 on 14/07/2019 - 10:15

    Contact ACCC?

    No, don't do that. They can't/won't help you.

  • iamnowhere24 on 14/07/2019 - 10:18
    -1

    I know it all is my mistake, I should have checked email or some confirmation. But now is there a way?

  • [Deactivated] on 14/07/2019 - 10:28
    -1

    If you have the time you cancelled and a static IP that might help your case. Pretty much every online service provider will have logs of activity but they usually can't be bothered investigating. What you are trying to do is to get them to make a statement that you never cancelled according to their logs before you present your evidence. I use an outdated ipad that many sites are too lazy to even test on but that doesn't change consumer laws. There are many reasons for an action to fail and at various stages. I don't use free trials, but both ebay and paypal have failed at times and it came down to their lack of testing.

  • bdl on 14/07/2019 - 11:00
    +1

    Step 1: Post Ozbargain
    Step 2: Contact ACCC, ring Today Tonight and a Current Affair and Today Show
    …
    Step 3: Profit

  • Melb69 on 14/07/2019 - 11:01
    +1

    If you have not used the account after what you say is the cancel date then try Kayo CS again and tell them you had cancelled it as not using the service. They can check you haven't used it. Just really depends on the CS department. If the person you speak doesn't go anywhere try asking for the issue to be moved up to their manager for review.

    By the way if you used paypal your payments may be set to automatic payments.

    At the end of the day if if you don't get the refund use Kayo for the month or see if any of your friends what access to it for a nominal amount to get some money back. There's a lot of sport on there. F1 excellent.

    Maybe you didn't cancel it properly as your account should say status.

  • iamnowhere24 on 14/07/2019 - 11:22

    Ya I haven't used it after the trial period at all, and informed them the next day as I realised there was pending transaction in my account. I mentioned this to the support staff as well, they are unwilling to budge, stating it is auto renewed and I should've taken care .
    I will be travelling for the next 3 months, so can't even use it.
    I am now understanding how these fellows use auto renew as a trap for ppl like me:(

    • Melb69 on 14/07/2019 - 11:33

      How are you sure you cancelled the trial before the end of the period? It doesn't completely sound right from your end. At least its only a nominal amount. Have they confirmed for you, and you have checked future renewals hasve now been cancelled?

      • iamnowhere24 on 14/07/2019 - 11:39

        Ya I know I should have been more careful after I cancelled. The only thing I have is that I haven't used the service after the trial period and informed them immediately as I saw the debit in my bank( which is day after trial ended)
        They have now confirmed that all renewals have been cancelled. But I hoped they would consider the circumstances.

        • Melb69 on 14/07/2019 - 11:59

          Suppose it just depends on the company. Spotify refunded an error, but you had to push for a refund. Have you tried going up the next level to the CS manager. Worth a try. You can say it wasn't what you expected hence why you cancelled and hadn't used it since and that their records show that you haven't used it.

  • Ace Ventura on 14/07/2019 - 12:17
    +1

    Even if you didnt know they sent an email, whats stopping you from going through old emails and finding it to show as proof?

    • swimmingtoad on 14/07/2019 - 22:08
      +3

      Because he/she didn't actually cancel it thus no email was sent.

  • bremo on 15/07/2019 - 08:44
    +1

    Browser history might show a cancellation page? Or it might show that you actually didn’t cancel it properly (most likely scenario)

  • GG57 on 15/07/2019 - 14:26
    +1

    To clarify, how much were you charged?
    Was it $25 for 1 month? If so, and the cancellation is now acknowledged, just move on.

  • iamnowhere24 on 18/07/2019 - 12:46
    +1

    Since I didn't have any evidence of cancellation, Kayo is not budging at all, even though I haven't and will not be using their service. Hence I have decided to move on and take this as a learning while subscribing for any trial periods going forward. I read here, Typically few companies like Amazon eBay etc consider non usage and do refund any auto recharge amount hence I thought Kayo would be of some help here..
    Anyways, as always, thanks for all your inputs.
    Cheers

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