Carly App auto renew - with no notice?
Discussion
littlebasher said:
When they did this to me, i complained on the basis that it was unfair that as a new customer a years subscription would have been significantly cheaper.
They refunded me £20 and reminded me they didn't have to...
Yes, I see they have offered to give me a 20% refund but will only give it if I write them a positive review !? I mean, honestly, what kind of a racket is this? They refunded me £20 and reminded me they didn't have to...
"Hello,
Thank you for taking your time to complete the survey.
We will gladly offer you the option you have chosen. If you agreed to my offer, **please click on the green face**:
We apologize for having to ask you to do one more thing, but this is a way to improve our company policy for the future.
Once it is done, I will proceed as discussed."
Thread revival. Really pissed off with this Carly lot - I got caught out by the auto renew thing having used the frankly rubbish Carly about twice and stuck it in the glovebox then forgotten about it. Just been charged £135 for a years subscription on auto renewal. Complained but they waffled about their terms and conditions. They are an absolute scam.
the thing for me is that had they sent me a reminder email I would have probably renewed, practices like this though annoy me sufficiently that I will now fight it all the way.
this was the message I sent them
I am writing to formally request a refund of the recent automatic renewal charge taken from my bank account.
I originally purchased my Carly subscription directly through the Carly website. I do not dispute that there may have been terms referring to automatic renewal; however, my concern is that the renewal arrangement was not presented with sufficient prominence or transparency for such a significant ongoing financial commitment.
In particular:
I did not receive any reminder or other contact from Carly before the renewal payment was taken, giving me a reasonable opportunity to review or cancel the subscription.
I contacted Carly immediately after seeing the payment appear on my bank account, demonstrating that I did not intend to continue with the subscription for another year.
I have not received an invoice, receipt or clear breakdown explaining the charge that has been taken from me.
I do not believe the automatic renewal and the practical consequences of failing to cancel were made sufficiently prominent at the point of purchase to justify relying solely on my failure to take action.
This is particularly concerning given that an annual automatic renewal can result in a substantial charge being taken without any positive action from the customer. A term dealing with automatic renewal should be clear, prominent and transparent, rather than something a consumer is expected to discover or remember from the original purchase.
Under UK consumer law, contractual terms must be fair and transparent. The existence of an automatic renewal clause in terms and conditions does not, in itself, resolve whether the way that term was presented and relied upon is fair in the particular circumstances. The absence of any renewal reminder, combined with the lack of a clear invoice or breakdown of the charge, is relevant to my concern about the overall transparency of this renewal process.
I would therefore ask that Carly:
Cancels the renewed subscription with immediate effect;
Provides a full refund of the renewal payment; and
Provides me with an invoice and a full breakdown of the amount charged and what it relates to.
I contacted you promptly after becoming aware of the payment and would like to resolve this matter directly and amicably. I hope that, in light of the circumstances, Carly will agree that refunding a renewal which I challenged immediately is the reasonable outcome.
I look forward to your response.
this was the message I sent them
I am writing to formally request a refund of the recent automatic renewal charge taken from my bank account.
I originally purchased my Carly subscription directly through the Carly website. I do not dispute that there may have been terms referring to automatic renewal; however, my concern is that the renewal arrangement was not presented with sufficient prominence or transparency for such a significant ongoing financial commitment.
In particular:
I did not receive any reminder or other contact from Carly before the renewal payment was taken, giving me a reasonable opportunity to review or cancel the subscription.
I contacted Carly immediately after seeing the payment appear on my bank account, demonstrating that I did not intend to continue with the subscription for another year.
I have not received an invoice, receipt or clear breakdown explaining the charge that has been taken from me.
I do not believe the automatic renewal and the practical consequences of failing to cancel were made sufficiently prominent at the point of purchase to justify relying solely on my failure to take action.
This is particularly concerning given that an annual automatic renewal can result in a substantial charge being taken without any positive action from the customer. A term dealing with automatic renewal should be clear, prominent and transparent, rather than something a consumer is expected to discover or remember from the original purchase.
Under UK consumer law, contractual terms must be fair and transparent. The existence of an automatic renewal clause in terms and conditions does not, in itself, resolve whether the way that term was presented and relied upon is fair in the particular circumstances. The absence of any renewal reminder, combined with the lack of a clear invoice or breakdown of the charge, is relevant to my concern about the overall transparency of this renewal process.
I would therefore ask that Carly:
Cancels the renewed subscription with immediate effect;
Provides a full refund of the renewal payment; and
Provides me with an invoice and a full breakdown of the amount charged and what it relates to.
I contacted you promptly after becoming aware of the payment and would like to resolve this matter directly and amicably. I hope that, in light of the circumstances, Carly will agree that refunding a renewal which I challenged immediately is the reasonable outcome.
I look forward to your response.
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