The other night my husband told me I'd spent two times as much as he did last month on the credit card. And if he hadn't bought a piece of software, his only charges would have been gas. So I asked to see what I'd spent (I normally don't do this...I don't like seeing all those charges). In looking over the list and at the history, I discovered that I had 3 ALEKS (online math) charges, even though we'd only used it one month.
I'd thought that signing up monthly billing meant that I'd pay by the month, not I'd be automatically billed every month. Apparently, I didn't read the fine print. I had chosen not to cancel the account because when you do, all records are wiped...and I'd been hoping we might use ALEKS over the summer, picking up where we left off, since my dd enjoyed it as review. But yesterday, I cancelled the account and complained by in my "exit survey" and in an email to customer support that it wasn't clear that monthly billing and automatic billing were the same thing.
And, this is the important part of this post, I requested a refund. I didn't just complain (as I so often due when dealing with a company). I stated exactly what outcome I wanted. And guess what? I'm getting a refund for those two months! I did have to call customer support, explaining my situation and my request again. But I'm getting a refund for the months we didn't use.
I'm impressed, both with myself for actually doing this, and with ALEKS for giving me the refund. My husband is also impressed with me for making the phone call...he knows how much I dislike do that sort of thing.
So remember, don't just complain...tell the other party what you want. They can say no, they can counter offer, or they can say yes!