Karissa M.
Honestly a horrible experience
Honestly a horrible experience, I’m only giving it two starts because I was able to get my refund after calling about 4 times and having a service member hang up on me. When you first go to their website, you’re given a chat bot to ask questions about your issue to and eventually your given a phone number to call for over the phone services. When you’re given the phone number It says you’re being charged two dollars for the service fee which is fully refundable. However, that is not the case you were charged almost $70 for a membership that you’re not told about in the chat bot. After calling I was told the two dollar service fee is a pre-joining fee to their monthly membership that they charge to your account after you call. Nowhere in the chat does it say you’re signing up for a monthly membership only the two dollar service fee. I come to find they charged me $68 for one phone call. The part where it says you’re joining a membership for $66 a month is in fine print at the bottom, not made aware to you properly. Maybe I missed it, but there should be a confirmation button or a terms of service agreement before they charge anything so you know what you’re getting into. I called and asked if I could get a refund since I only use their services once for a two minute phone call to help connect my epic games account to my Xbox. The women on the phone said they couldn’t process my refund and was very nice. i asked questions regarding the refund and she said the info she gave is all she can do for me. She cancelled my membership for me and we said goodbye. I called again afterwards hoping to talk to someone different only to get her again. I asked for someone higher up and she said that they weren’t available and they would tell me the same thing. She told that is all she can do and she let me go. Before we ended the call I asked where I can leave a review or suggestion on their website, she said there is no place on their website to do so. I then expressed that if you are going to take people’s money without making them aware of what they are signing up for they should at least have a review page and they should be able to give refunds if the customer is not happy. She hung up on me without saying no a word. I want to be very clear. I was super polite and I reiterated that I know this is not her fault. It’s the companies. I also told her I understand she’s just an employee and this isn’t her doing. So I don’t believe being hung up on was warranted. After that I called again and a man answered, and he was very polite and processed my refund for me which I personally believe was solely due to the fact I was hung up on. I’m not saying that this is the customer service employee's fault, it’s the companies. Any membership that you sign up for should be fully refundable no matter the terms or service because people aren’t always gonna be 100% satisfied I don’t know if they’ve been able to give anybody else a refund but I would not use them for tech-support. A two minute call should not cost me $68. I just wanted to know why my refund isn’t applicable. I’m sure this company has taken millions of dollars from people without them knowing and being able to get refunds. I would’ve been totally fine with signing up for membership and paying the $66 had I known about it but it wasn’t clear enough and therefore I don’t think they should be able to charge you $66 for a membership without you knowing fully what you’re getting into. I’m glad I was able to get my refund as I know some people didn’t. Please consider using a different service when looking for tech-support.