I contacted your chat agent after being charged for an addon that was accidentally installed while setting up our family membership on my husband’s computer.
The program added the tune-up addon when we thought it was a free trial for 2 months.
It took me 10 tabs to get to the screen where I could even reach out to a person to ask for the refund. It’s a frustrating process to get there.
When I did get the chat agent on the line, they were rude and kept trying to talk me into keeping the $102 subscription that had been charged a mere 15 minutes before I began the chat.
I began the chat by explaining the issue and that I needed a refund on the purchase made in error.
They continued to try to get me to keep the subscription and was not following my request so I kept repeating what I needed and they ignored me.
I have taken screenshots of the entire conversation as they then called me “rude” and described me as a “karen”
I can’t begin to tell you how this experience affects my opinion of your company and customer service.
It was very hurtful to be called names by your agent.
I could not get a clear answer if they intended to refund me so I had to resort to stating I would do a chargeback through my card if necessary
The agent continued to ignore my request and tried to keep getting me to keep the unwanted subscription.
I did eventually get the refund, but this was a long distressing process. I have attached screenshots of the entire conversation.
I called in today to get your email address. Todays case is case number: 23780540
Your phone agent was great!
I work as a quality coach for customer service representatives. I suggest your agent needs more coaching on customer interactions.
See attached screenshots.
Please let me know how you intend to correct this bad experience.
Michele Adkinson