Brandon
I cancelled my renewal 1 day before the…
I cancelled my renewal 1 day before the renewal date, yet was charged anyway. The Apteros site does not provide any documentation of cancellation so I had nothing to support a dispute with my credit card company. My emails to Apteros questioning the charge were never responded to. When Apteros finally responded to my credit card company (2-3 months later) their response was I had received the service which is 100% false. ETA: In response to Apteros's comments below. My subscription was set to renew on Oct 12th. I submitted my cancellation on October 11th. I did not receive a cancellation email. My subscription was not renewed in November so clearly it was cancelled. I took no trades after October 11th / did not use the service at all. If Apteros disagrees, I would appreciate seeing the cancellation email / some system-generated information that shows I cancelled after the renewal date. ETA part 2: Apteros reached out to me as part of this review. Turns out there is a cancellation term related to timeframe I overlooked so it's my mistake. I appreciate them spending the time to investigate and trying to make things right.
Response from Apteros TradingDec 23, 2022
Thank you for bringing this to our attention. We apologize for any inconvenience or frustration you may have experienced. In regards to your review, we would like to clarify a few points. Firstly, when a user of Apteros Trading submits a cancellation, they receive an automatic email confirmation. In this case, it appears that you did not receive this email because you did not cancel your subscription on time. We have reviewed our records and can confirm that you did not cancel your subscription prior to the renewal date, and as such, were charged accordingly. We also want to address the issue of our response time. We apologize for any delay in responding to your inquiry. We were notified of the dispute with your credit card company and, as per our policies, were given 30 days to respond. We did respond within this timeframe, and provided documentation to support our claim that you had received the service for the duration of your subscription. We understand that you may feel that you did not receive the service as described, but the fact is that your subscription was active for the entire time. We apologize if there was any misunderstanding on this point. We hope this helps to clarify the situation. If you have any further questions or concerns, please don't hesitate to reach out to us. We want to ensure that all of our customers are satisfied with their experience with Apteros Trading, and we will do our best to address any issues you may have.