D D C.
Lacking Empathy & Moral Customer Service
I work a 12-hour emergency response position, and over the course of a night, accidentally missed cancelling a free trial by a couple of hours. As soon as I was off-shift and saw a charge had hit my account, I cancelled and contacted DubClub, kindly requesting a refund. I was told my inquiry was denied because “plays had been published into the subscription period” and they “strive to protect cappers’ intellectual property: their plays and advice”. Mind you, this was at 03:59am on the morning my trial lapsed, and I had not accessed any of this information, nor did I plan to. I went back and forth by email a few times before DubClub’s responses fizzled out. In blind faith that compassion would take hold and the refund decision would still be reversed, I deliberately did not even attempt to visit or use the site over the next month; the same month that I was charged for, and ultimately, would NOT be refunded for. Over the years, I’ve had to return countless items and cancel many a subscription and service, almost always on-time, but on rare occasions, a touch late. Life happens, and 99.9% of the customer service industry understands this; not DubClub. I guess that maybe I should have expected a gaming industry service to value the almighty dollar itself more than the consumer lining their pockets with them.