ComplaintsforApalon

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed up for a Pixomatic account while living overseas but had canceled the account around December 2022. I have contacted Creative Concepts LLC on multiple occasion over the past 4 months to try and cancel my subscription to Pixomatic; a member of the Apalon family of companies. Despite contacting both the parent company and brand company, we are still trying to get our subscription canceled and reimbursed for the last 4 months payments. Due to a glitch in the system and some miscommunication with my wife (the one who signed up for the account) we have been paying monthly despite canceling the subscription. Having realized the issue in August 2023, we contacted Pixomatic, Creative Concepts LLC and Apalon seeking resolution. Apalon said we had to speak with Creative Concepts as the application is no longer supported by their "help email" (despite the Pixomatic website directing us to Apalon site). Creative Concepts, on the other hand, have told us we have to go into our account to cancel the subscription ourselves as they cannot locate our subscription. We have followed the directions and have provided Creative Concepts with screenshots showing we are only using the free subscription, yet we are still being charged. Despite having located our account and refunding us for the August ******** they are claiming they cannot locate our account to delete. After numerous attempts, we are no longer receiving any communication from their support team and are still being charged. We are attempting to block all future transactions through our bank but have been informed this could take 12+ weeks to complete during which time we can still incur charges from Pixomatic. We want our subscription canceled and a refund. While we were only seeking a refund for the last 3 months, because of the issues and hassles involved, plus their lack of response, we would like to get refunded for charges incurred since last December (when the subscription was initially canceled).

  Customer response

  12/01/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Apalon has been resolved.  *********** has refunded 1 years worth of charges and has managed to cancel the membership (I was not charged this month)
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

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