To feel helpless about an unauthorised charge on credit card

[Blondewithredlips]

I had a monthly subscription that I paused for six months. The terms and conditions are they email before restarting subscription to check if want to pause again. I did not receive the email.

They took £70 from my credit card. Refused to refund and sent me an email with a log entry supposedly showing their email was delivered to my Gmail. I did not receive the email.

They have been aggressive about me saying I will raise a dispute with my credit card. I feel that their "log" printscreen will stop me getting a refund from my credit card and I cannot afford to lose £70.

failing that try the small claims court.

Unfortunately it is an American company

That's unfortunate. Whenever something like that has happened to me they've refunded me - sometimes I've had to go back and forth though and appeal to their better nature (I have a new baby, I am struggling financially...). Could you try once more and tell them you understand you let the subscription renew but as an act of courtesy you would be very grateful if they refunded?
Failing that, get the claim in with your card asap. You don't know that they will reject it. 6 months is a long time with only 1 email that they are about to renew, it's not unfathomable that you wouldn't have seen that email. You're not using the service or received any goods for your money so there's really no reason why the company is refusing to refund other than to take advantage of peoples forgetfulness. What company is this?
Sometimes messaging a company on social media helps (Insta, Twitter) when their actual customer service has not helped. I've had luck there.

Their log shouldn’t come into it. If you say it was unauthorized then the CC company should remove the charge. They are used to dealing with subscription shenanigans from companies so in all likelihood if you tell them it was a subscription you were trying to cancel (don’t say it was paused, just say you tried to cancel it) they won’t need any further explanation.

Thank you. I just feel that the logs will stop me from getting a refund. They have already said they would fight any attempt for me to get my money back.

My experience of CC companies is they back the CC holder not the business.

It is impossible to say whether they are wrong without seeing the contract and particularly what the pause clause states. The subscription contract may very well be sufficient authorisation. They seem confident they are on the right side of the contract, that they have evidence and I suspect they could be right. By all means go through the challenge process with your credit card provider, but I would be prepared for the worst here to be honest.

Have you checked the email. Isn't in spam

Same here. Phone your credit card.

Do you regularly check your spam folders/promotional emails and social folders on gmail. If you do I would tell the bank that although they claim to have sent it (and we have no idea if they are being truthful about log) that you did not receive it and do a chargeback. To be honest they don't sound all that professional.

If you paused it for six months then surely you are responsible for paying whether you received the email or not. They did pause for six months, and then started it again as per your instructions. Unless you cancelled before then.

Grow a set of fuckin balls and get on to your credit card company and ask their advice! Is the company on Twitter, tweet them?

I have spoken to credit card company but worried as they sent me a print screen of a log showing the email had been delivered.

In their terms and conditions they have to send you an email warning you they will resume subscription so you have a chance to pause it again before payment is taken.

This all happened in November but I actually thought I had cancelled the subscription but cannot be absolutely sure. I am having to rely on what they say.

It's a shit situation OP, I've been there loads unfortunately but I have to agree with this post. Surely you knew it was paused for 6 months so the onus was on you to cancel it if you didn't want to reinstate?

Sorry though, irs horrible when stuff like this happens, life gets in the way and you forget!

I check email several times a day including spam...

so what did your bank say?

If it is an American Company locate the state they are based in and contact the Better Business Bureau of that state. It is free to file and the state will investigate.

I work for an online service and we can never fight chargebacks, even when we have documentation showing the customer hasn't tried to cancel. So your bank should refund this without much issue and it's not worth the companies man power to try and fight you for £70.

Bank said file a claim online but they need a lot of information and that is why I am worried about these "logs" the company say prove everything.

Thank you. This company say they will fight it. The more this goes on the more suspicious I am as I never leave anything paused...
Do you know how long it takes to resolve?

I’ve had a similar situation and couldn’t get my money back. They had emailed me to say they were going to take the money, I have no idea where the email went but I didn’t know. They charged me £600 before I realised… Obviously I hadn’t been using the paid service because I didn’t know I had it! But they said they had emailed me so it was my fault if I didn’t know. I ended up out of pocket unfortunately.

Sorry to hear that. Did you try to get the money back from your credit card?

I should think it'll be refunded fairly quickly if you say you didn't authorise the payment. I think they get 30 days to fight it.