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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This about an app subscription. I had evaluated shortform in August of 2023 and cancelled immediately via the app. Today, August 12, 2024, I was charged for a full year subscription of $197 even though I cancelled a year ago. Today, I was able to cancel the subscription a second time, but via the website as the app was not functioning correctly. I was sent no notification or invoice that I would be charged. The only method of contacting this company is via email. They have no other customer service. The only response to date is an automated reply that "there must be some confusion about your subscription." I have no real expectation of receiving a response to my emails at this point based on what I have found on their website and in the Apple app store. I would provide documentation, but there is no way to acquire any. The only document I have is a debit to my account. I feel this is a common scam where a business "signs you up" for a subscription and makes it difficult or confusing to cancel. This is a predatory practice that should be addressed.*********************************** Business response
08/13/2024
The customer signed up for the ***** free trial of our plan on August 7, 2023 (UTC time zone), to access a specific book guide (we will not share the data for privacy reasons). The free trial ended without any cancellation on August 12, 2023 (UTC time zone), at which point we charged the cost of the subscription. Our subscriptions continue until the customer cancels the subscription. In this case, the customer failed to cancel the subscription before the renewal date on August 12, 2024 (UTC time zone), contrary to the customer's claim that they canceled after signing up on August 7, 2023 (UTC time zone). The customer went back to our site to cancel the subscription on August 13, 2024 (UTC time zone). Please see attached billing history of the customer.
We try to make all this information clear to the customer before and after purchasing to avoid confusion. Before any customer can start a subscription, on the billing confirmation page we show the date the subscription will begin and the amount, and we state that subscriptions continue until canceled. Immediately afterward, we show a confirmation of the date when the free trial ends and the amount to be charged. The customer has information to decide whether to keep the subscription or not.
Both the free trial and subscription continuation work like most other subscription services do. The many Shortform users who cancel during the free trial are never charged, and the many customers who cancel during their subscription are never charged again.
While we dont typically refund subscription payments after theyre charged, we are actively trying to make alternate arrangements with the user to make them whole.
Were sorry this customer had this experience and we welcome feedback on how to present the above information more clearly to avoid confusion.Customer response
08/14/2024
Complaint: 22130685
I am rejecting this response because:The business is only offering me half of my money back. This is not acceptable. I attempted to cancel the same day I started the trial via the app. It seems that I was not successful at that time, and this speaks to the confusing nature of cancelling with that method. I have since logged in with a computer and, hopefully have fully canceled.
I was subsequently charged and now it has happened a second time. A fair compromise would be a refund of the current amount $197.00 since I had missed the earlier charge on 8-12-23. I will not ask for a refund of that initial amount of $155.63 because I missed it. I should ask for a refund of that amount as well. It is noteworthy that I have never gotten an invoice nor a confirmation of cancellation from this company. I have not used the service since I initially evaluated it and have no interest in doing so.
Please refund my full amount and cancel my account.
Sincerely,
***********************Business response
08/16/2024
We are actively resolving this concern via our company's support system however the complainant has not responded to our messages that follow our standard operating procedures.Customer response
08/16/2024
Complaint: 22130685
I am rejecting this response because:I responded to emails from the company on Wednesday 8-14. There has been no response since. They offered me a partial refund and I refused because I attempted to cancel a year ago. I want a full refund.
In addition, even the emails are confusing because the company is refusing to even acknowledge that I responded. There is something about not following their procedure, but I have indeed responded in good faith. This seems like another barrier to communication with me.
Sincerely,
***********************Customer response
08/19/2024
Complaint: 22130685
I am rejecting this response because:Please disregard previous response as that was sent in error. Below is the correct response.
Sincerely,
***********************Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for the shortform subscription. When I saw their report, I realized it was not helpful. I went through the process of canceling it online. They however still charged me a full year price. When I complained they offered a half off discount. They refunded half but within days charged it back.They have problems with both their website and their billing.Business response
08/07/2024
The customer signed up for the ***** free trial of our plan on July 16, 2024 to access a specific book guide (we will not share the data for privacy reasons). The free trial ended without any cancellation on July 21, 2024, at which point we charged the cost of the subscription. Please see customer's recent billing activity.
Our subscriptions continue until the customer cancels the subscription. In this case, the customer contacted us on July 29, 2024 for a refund. Please see attached email thread.
We try to make all this information clear to the customer before and after purchasing to avoid confusion. Before any customer can start a subscription, on the billing confirmation page we show the date the subscription will begin and the amount, and we state that subscriptions continue until canceled. Immediately afterward, we show a confirmation of the date when the free trial ends and the amount to be charged. The customer has information to decide whether to keep the subscription or not.
Both the free trial and subscription continuation work like most other subscription services do. The many Shortform users who cancel during the free trial are never charged, and the many customers who cancel during their subscription are never charged again.
While we dont typically refund subscription payments after theyre charged, we were able to make alternate arrangements with the user to make them whole. In fact, the screenshot provided by the customer is proof of our refund. The reference number of our refund is the same as the reference number of the transaction that's showing on the customer's bank app screenshot. It seems this is a pending refund, which shows a PLUS symbol (+$98.50) instead of MINUS symbol for charges (example, -$98.50) if it were really a charge and not a refund. Please see attached screenshot of refund details we've processed last July 30, 2024.
Were sorry this customer had this experience and we welcome feedback on how to present the above information more clearly to avoid confusion.Customer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
They have finally refunded the charge. My big issue here was that I followed the Instructions to cancel and it showed that I had. Yet somehow they still billed me. In every other free trial, I have received reminders if I havent cancelled ***** hours before it charges. This did not do this.it would be a great help to future users if they did email warnings
Sincerely,
***************************Initial Complaint
03/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I started out with MONTHLY (during the trial) then it tried to take out the monthy (I forgot I didn't have the funds in that account so I did put the 24 dollars in that account. THEN WITHOUT me switching to annual, it tried to take out ******! I was thinking maybe to reset it, I would switch to annual then back to monthly to reset, NO IT DIDN'T WORK! Ever since, it has tried to take ******. I emailed the rep and they had the nerve to explain it as if it was ok to keep the ****************************** for ****** since the 24 dollars was a "credit" which doesn't make sense. On top of that, they threw me BACK into trial status! A application doesn't take partial payments of the EXACT amount of a monthly then try to extract the rest as a credit, the monthly amount is a fail safe just incase the full amount isn't available??. Yet the representative replied the system doesn't recognize when it is switched so basically I might as well forget about the 24 dollars because I would have to start a new account to pay monthly ABOSOLUTELY NOT! I requested either GIVE me my money back and I will cancel or CREDIT this as my payment. because on MY end of the application, it stated I don't have another payment due until March 26th which is stated on the picture attached. and also attached is what was taken out AND completed by the company, which is 24 dollars. I will take this further if they do choose to ignore. I ONLY want what is credited to count towards my monthly payment Or my 24 dollars back. It is really that simple.AND they thought by sending my the history would make it better. I will upload that as well starting from the bottom on up, you will see EXACTLY what I am speaking of!Business response
03/23/2024
To whom it may concern,
The customer signed up for the ***** free trial of our Monthly, however, the subscription was changed from Monthly plan to Annual plan on Feb 26, 2024. It was then immediately switched back to Monthly after being switched to Annual. Please check the attached user activity record.
Our system doesn't recognize half periods so if users switch plans, users will essentially be signing up for a whole new period. When users change plans, they will be charged for a new full period of their new plan, minus a credit for the time they had remaining in their period when they switched.
When customers change their subscription, we pop up a confirmation dialogue to show whats going to happen. They have to physically click/tap the Change to Annual yellow button for the switch to happen. Attached is what that looks like.
Because they confirmed the charge, and due to the terms of service they agreed to when they signed up, we're not able to refund subscription payments after they're charged, out of fairness to all our other paying supporters, but we assisted the customer in canceling their subscription so they wouldnt be charged again. We are also continuing to work with the customer to see what alternative arrangements we can make.
Were sorry this customer had this experience and we welcome feedback on how to present the above information more clearly to avoid confusion.
Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I tried the free trial to do a quick refresher of a book I already owned. I missed the deadline to cancel and was charged $192. My bad for not fully reading the T&C's. **************** denied request for a refund after I offered to pay for a month and they indicated that it wouldn't be fair to their other customers, so they will be holding my money until I restate my account. A five page summary is hardly worth $192. Their billing processes border on fraud. I wish I would have read the reviews before hitting send. They probably are in the right as to the letter of the law. Disappointing that the company isn't willing to follow the spirit of the law. Once someone shows you who they are, believe them. I cannot recommend.Business response
01/18/2024
The customer signed up for the ***** free trial of our plan on Nov 13, 2023 to access a specific book guide (we will not share the data for privacy reasons). The free trial ended without any cancellation on Nov 18, 2023, at which point we charged the cost of the subscription. The subscription was then canceled on Nov 21, 2023.In this case, the customer contacted us on Nov 21, 2023 for a refund after they canceled their subscription.
We do give new readers a 5-day free trial so they can check if our services are in line with what they want. After the free trial, we then charge the subscriber according to the plan they chose. If the customer decides to cancel early, our terms of service dont allow for a pro-rated refund.
The reason for this is when users cancel their subscription, they'll continue having access to Shortform until the end of their billing period, the date shown on their billing page. They can log in anytime and access Shortform until then.
We try to make all this information clear to the customer before and after purchasing to avoid confusion. Before any customer can start a subscription, on the billing confirmation page we show the date the subscription will begin and the amount, and we state that subscriptions continue until canceled. Immediately afterward, we show a confirmation of the date when the free trial ends and the amount to be charged. The customer has information to decide whether to keep the subscription or not.
Both the free trial and subscription continuation work like most other subscription services do. The many Shortform users who cancel during the free trial are never charged, and the many customers who cancel during their subscription are never charged again.
We're not able to refund subscription payments after they're charged, out of fairness to all our other paying supporters, but we assisted the customer in canceling their subscription so they wouldnt be charged again. We are also continuing to work with the customer to see what alternative arrangements we can make.
Initial Complaint
01/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Subject: BBB Complaint Unauthorized Renewal and Lack of Warning by ShortForm.com on January 8, **** Dear Better Business Bureau,I am submitting a formal complaint against ShortForm.com for an unauthorized renewal and the absence of any warning or notification regarding a charge of $280 to my credit card on January 8, ****.The renewal took place without prior notice or indication, and I cannot recall signing up for an additional year. This lack of warning is not only disconcerting but also reflects a concerning lack of transparency on the part of ShortForm.com.As a consumer facing unexpected financial implications, especially as a single mother managing a tight budget, I find this practice unacceptable. Despite my attempts to seek clarification and resolution from ShortForm.com, there has been no response.I urgently request the Better Business Bureau's assistance in investigating this matter and ensuring a fair and timely resolution. The lack of communication and transparency from ShortForm.com is troubling, and I believe intervention is necessary to rectify this situation.Your prompt attention to this complaint is greatly appreciated, and I trust in the Better Business Bureau's commitment to consumer protection.Thank you for your assistance.Sincerely,*****************************Business response
01/18/2024
The customer signed up for the ***** free trial of our plan on Jan 3, 2023 to access a specific book guide (we will not share the data for privacy reasons). The free trial ended without any cancellation on Jan 8, 2023, at which point we charged the cost of the subscription. Per our terms of service, the subscription continues to bill at the start of each period until the user attempts to cancel. However, our user records show the customer did not log in to attempt to cancel before the charge in this dispute, which is Jan 8, ****. In this case, the customer contacted us on Jan 9, **** for a refund.
We try to make all this information clear to the customer before and after purchasing to avoid confusion. Before any customer can start a subscription, on the billing confirmation page we show the date the subscription will begin and the amount, and we state that subscriptions continue until canceled. Immediately afterward, we show a confirmation of the date when the free trial ends and the amount to be charged. The customer has information to decide whether to keep the subscription or not.
Both the free trial and subscription continuation work like most other subscription services do. The many Shortform users who cancel during the free trial are never charged, and the many customers who cancel during their subscription are never charged again.While we dont typically refund subscription payments after theyre charged, we were able to make alternate arrangements with the user to make them whole.
Were sorry this customer had this experience and we welcome feedback on how to present the above information more clearly to avoid confusion.
Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started the free trial in May 2023 and was billed for an annual subscription because I did not cancel the trial within the company's timeline; the company denied my request for a pro-rated refund. I then switched to monthly subscription and eventually cancelled the subscription in August 2023 to avoid an automatic renewal. After I cancelled my subscription in August, the company blocked my access to the content I had already paid for; this was a breach of the company's terms of service. I notified the company of the breach and again, requested a refund and that my account be deleted. The company again rejected my refund request. Then, without my permission, the company re-enrolled my account into an annual subscription that was set to renew automatically; this was also a breach of the terms of service. I have made numerous attempts to seek remedies for the company's breaches, but they refuse to issue a refund and continue to avoid responsibility. I am only seeking my account be deleted and a pro-rated refund issued from August (month they blocked my access) to the remainder of the annual subscription I had (unwillingly) signed up for.Business response
01/22/2024
"We have resolved this complaint with the customer directly, but will provide information below for public viewing.
The customer signed up for the ***** free trial to access a specific book guide (we will not share the data for privacy reasons). The free trial ended without any cancellation, at which point we charged the cost of the subscription. Our subscriptions continue until the customer cancels the subscription.
We try to make all this information clear to the customer before and after purchasing to avoid confusion. Before any customer can start a subscription, on the billing confirmation page we show the date the subscription will begin and the amount, and we state that subscriptions continue until canceled. Immediately afterward, we show a confirmation of the date when the free trial ends and the amount to be charged. The customer has information to decide whether to keep the subscription or not.
Both the free trial and subscription continuation work like most other subscription services do. The many Shortform users who cancel during the free trial are never charged, and the many customers who cancel during their subscription are never charged again.
While we dont typically refund subscription payments after theyre charged, we were able to make alternate arrangements with the user to make them whole.
Were sorry this customer had this experience and we welcome feedback on how to present the above information more clearly to avoid confusion."
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