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Doris's complaint against Venntro

Doris Gray


[LAPSED] Unfair taking of subscription

Complaint against Venntro

I joined venntro a few months ago and paid what was supposed to be £29.95 for one months subscription but an extra £4.99 was added on, that was on July 9 2016, my renewal date was August 6 but I wanted to cancel so I went onto the cancel tab on Friday August 5 but the tabe had a "blur" over it and was not letting me cancel, so I immediately wrote to Customer services and stated that I wanted to cancel but couldn't because it was not letting me, and I also said that I would not be available on the renewal/cancellation date but emphatically stated that under no circumstances were they to recharge meas I had notified them in plenty of time, but they did and I emailed their C S complaining but they just said I had not followed procedure and they would not refund me I pleaded with them saying I could not afford another payment especially as I would never go on their sites again but they were so unfair and adamant. Please help me. Doris Gray

  • supporters 0

Lapsed. Doris has not responded in 90 days

  • Comments (7)

Venntro Media Group | | VERIFIED

Hi Doris, thank you for getting in touch with us. I'm sorry to hear that you're unhappy. So that I can look into what has happened, please could you share your email address with me? I will need this information in order to locate your account. Many thanks, Michaela - Venntro

Doris Gray | | VERIFIED

My email address is [email protected]

Venntro Media Group | | VERIFIED

Hi Doris, Thank you for sharing your email address with me. When you joined the service on 07/07/16, you took out a monthly subscription for £29.95. You also purchased an optional extra 'Reply For Free' bolt on this was for £4.99. For safety and security reasons, you can cancel your account at anytime throughout your membership as long as it's Monday to Friday between 9am and 5pm...

Venntro Media Group | | VERIFIED

If you have any difficulty trying to do this we have our customer care team on hand to help within these hours. We have made this as convenient as we can for our members, so it can all be done in a matter of minutes!

Venntro Media Group | | VERIFIED

We do explain that your subscription will automatically renew in our terms and conditions. We display a link to the terms and conditions under the 'Upgrade' button on the payment page and you agree to these when you make a payment. I can see that you've been a member with us before and therefore should be aware of the cancellation procedure.

Venntro Media Group | | VERIFIED

As you didn't cancel your account before your renewal date, we are unable to offer you a refund of this payment. From looking into your account I can see you have now cancelled and deleted the account, if you would like to continue using the membership I am happy to re-enable this for you and as a gesture of goodwill, extend the membership for a further two weeks free of charge.

Venntro Media Group | | VERIFIED

Please let me know if you would like to do this and we will get it sorted right away. Best wishes, Michaela - Venntro
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