They are not trasparent about the charges
This rating reflects the experience I had right at the beginning of my contract. Despite speaking with several team members before my first payment, no one informed me that I would be double charged in my first month. When I raised this with customer service, I was told it was “in the contract.” Technically, it is mentioned somewhere in very small print — but not alongside the stated charges, not at the start of the agreement, and certainly not in a way that any reasonable customer could clearly understand. Even after searching, I couldn’t find this information presented transparently.
When I escalated this, I was told that because my cooling-off period had passed, nothing could be done. This is unacceptable. Every customer has the right to be fully aware of all charges from the outset. Failing to clearly disclose a mandatory fee alongside all other contractual charges is, in my view, a breach of contract.
I genuinely feel awful having to write this review, because the people I interacted with — from the support team to the person who initially sold me the service — were absolutely lovely, professional, and always willing to help. My decision to hold off on making a wider complaint is entirely out of respect for these individuals, who truly represent your organisation well.
But the way this charge was handled has completely undermined my trust. What happened during my very first month with your company has overshadowed all the positive interactions I had. I simply cannot continue as a customer under these circumstances.
Unless this double charge is addressed and compensated appropriately, I will have no choice but to take this matter to the relevant authorities. All I want at this stage is to cancel my agreement, as I no longer feel confident or protected as your customer.
