Consumer Complaints: Automatic renewal tricks
Filed under: Consumer Complaints
I hate the sneaky little tricks that companies use to make you do business with them, even when you don't want to. There are plenty of services and software programs that allow consumers to renew their subscription automatically... just check the box! That's convenient when you want to renew. Not so convenient if you don't want to renew and forgot that you checked the box.What about those subscriptions that you didn't even know you were going to automatically renew? I stopped using Norton Antivirus by Symantec months ago on all my computers because it was using too much memory and slowing things down. I found a much better option, and promptly uninstalled all copies of Norton. I thought I was done with Norton forever.
Until a charge showed up on my credit card this week for a subscription renewal. What? I didn't renew anything. I haven't even used the software for months. How could this happen?
A little trip to their website and some time wasted watching their fancy videos helped me figure it out. Symantec wants to make it easy for us to keep using their services. So once you purchase a subscription with a credit card, they're automatically going to charge you again each year. Forever. If you want out, you've got to tell them you want out.
I hate these "opt out" services. You're automatically in unless you say you want out. That's not customer service. It should be the other way around. When you're messing with my money, you should ask me first if I want to be in. Not do one of these sneaky things where I have to figure out how to opt out of getting this charge every year.
I am now trying to get the charge reversed on my credit card. We'll see how well that goes. Note to Symantec: You got me. What a horrible policy. But very lucrative for you, for sure.
Have you been cheated, scammed, or otherwise disappointed by a company? WalletPop wants your real life consumer complaints and scam stories Email us with your story.
Tracy L. Coenen, CPA, MBA, CFE performs fraud examinations and financial investigations for her company Sequence Inc. Forensic Accounting, and is the author of Essentials of Corporate Fraud.
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Reader Comments (Page 1 of 1)
6-25-2008 @ 11:23AM
Tom Barlow said...
I had the same raw deal. Fortunately, I was able to get a full refund, so have hope.
Reply
6-28-2008 @ 1:49PM
Jerry said...
My latest event wtih automatic renewal related to the "green tea" sale promoted on the Oprah web site. They did a precheck in the box and unless you unchecked the box, you get it. Maybe our State Attorney Generals should void this procedure out or maybe the process should be required as a Yes/No check of box.
Reply
7-01-2008 @ 11:44AM
JOANN said...
I can relate to everyone commenting here, XM RADIO tried to pull the same stuff with me. I had the contract with them free for the first year on my new car lease, paid the 2nd year and then they put the beginning of the 3rd year on my credit card. i called them and they said. WELL YOU HAVE TO CANCEL ON THE LETTER WE SEND YOU TELLING YOU THE CONTRACT WAS UP.Yes i told them, i received your letter and since i didnt want to renew, just put it aside. But NOOOOOOOOOO, u had to read the fine print that says if you want it to cease, check the box and send back. They gave me a hard time, even prorated the month that had passed since the renewal .FRIENDS DONT USE XM RADIO. FRAUDS AND BTW...NOONE THERE SPEAKS ENGLISH 2 CLEARLY.I HAD TO HAVE EVERYTHING REPEATED 2-3TIMES SLOWLY.
Reply
7-04-2008 @ 3:23AM
Anon A. Mus said...
I just had the same problem and used the customer support live chat on the Symantec Norton website. I was connected instantly and my card was refunded in minutes.
P.S. Words of advice: You don't have to be an @$$H0LE for tech support to be helpful. I find being direct and clear about your stance and about what you want to happen to be much more effective.
Reply
8-06-2008 @ 12:31PM
Patricia J Dean said...
I am very disappointed with Wachovia Bank, they aren't interesting in the small guy, they want the big bugs.
A self employed small business owner like me has no chance with this people, I have been banking with them for over a year, I have deposited lots of moneybag when it was time to use the bank for my business, they simply told me I had too many new accounts open with high balance.
Now days the credit bureau shows the world all the accounts plus balances, your life is on the hands of this people, the bureau decides your finances, they are a living torture.
Reply
10-29-2008 @ 12:17AM
Doug said...
I had the same problem with XM, I agreed to a 5 month 19.95 promotion, then 10 months later find out I'm in collections for
a past due amount when they automatically renewed my subscription at the regular price. When I called XM I was told that the 'Terms of Service' required me to cancel my account - something their telemarketer failed to mention. I normally do
not deal with telemarketers, but I thought XM was a reputable company.
Reply