Appreciate it! Thank you!
Becca,
It’s been about a week, and I’ve yet to hear back from anyone on your team.
Hello,
Thank you for letting me know. I’ll check with our team and get back to you. I’m very sorry for the delay, please know that we are working hard to reply to all the users’ emails. Thank you for your patience and I’ll keep you posted.
Rebecca
Hello,
Let me just add my bad experience here as I dont get any response anymore on the CP support
In April 2020 I discussed some technical problems with Chinese Pod and didnt get a satisfying answer so I cancelled my membership back then (was still running till end Nov.). Unfortunately I didn’t receive a confirmation email from CP.
End November when my annual subscription expired, I suddenly saw a charge to my credit card and of course reached out to CP support. They requested to send the cancellation confirmation, which I dont have, because they dont send them anymore.
At the same time, I cancelled the renewed subscription and again and again, no email confirmation from CP about the cancellation.
I am now waiting since Christmas for an answer and the refund.
If this doesnt happen, I guess I also have to dispute the credit card charge through my bank.
Seems I am not the first one.
Many companies are making the cancellation difficult, but i have never experienced to be cheated
into another year of membership
Looking forward to getting an answer
Sven
Hello Sven,
First of all, I’m sorry to hear about your negative experience and the delay of the reply. Unfortunately a backlog of cases have been built up since the holidays and we are working very hard to reply to the users.
I have to say this seems to be a strange case. Usually if you cancel the subscription before the expiry date, your credit card would not be charged for the next subscription period. May I ask if you purchased the subscription though iOS or Google Play store and tried to cancel it on the website? This might have something to do with the cancellation issues you encountered.
I have informed Paris, our student relation team representative of your issue. Please expect an email from her in the next few days, and I’ll also keep you updated here on the forum.
Sincerely,
Rebecca
Hello Fan,
I believe your issue regarding the vouchers has been solved. Please enjoy your extended premium subscription and I’m sorry if this negative experience affected your studies in any way. If you have any academic questions, don’t hesitate to contact me at rebecca@chinesepod.com. I’ll be glad to help!
Happy learning!
Rebecca
Hi Rebecca,
Thank you for escalating the problem! Looking forward to the next several months learning with ChinesePod!
Fan
Hello,
I post this here, as I had the same issue as the other users. After some time of not using the service, I just found out my credit card was charged without a reminder. I immediately cancelled the service when I realized, but, apparently, this alone won’t help with the charges already made (not even for a proportional refund, as it used to be the case, I believe, when I first signed up several years ago).
As it’s a yearly subscription, it’s quite a lot of money, so I am rather upset. I also don’t see why an automated email can be sent upon cancellation but none is sent a few days before renewal, if not to catch people unaware. Seems a little shady, to be honest.
Apparently, notwithstanding the above talks of review of the policy, all the issues experienced by the past users are still there.
Looking forward to hearing from support.
Regards,
Giovanni
Hello Giovanni,
Sorry for the late response, I’ll forward this issue to our student representative Paris, and you can expect an email from her soon. I apologize for the inconvenience, and I believe the problem will be solved in a short time. Thank you for letting us know.
Sincerely,
Rebecca
Re: “Apparently, notwithstanding the above talks of review of the policy, all the issues experienced by the past users are still there.”
Would CPod change its policy so this does not keep catching so many users by surprise? It seems like Giovanni is making a reasonable request for all users to be notified before their subscriptions are automatically renewed for another year. Also, it just seems weird that people have to go through the forum to beg for refunds instead of getting a professional reply from customer support.
Hi Podster,
I believe an automatic notification is sent out a few days before the subscription ends, but they sometimes end up in the spam folder. If the user would like to cancel after the automatic renewal, generally the customer support team would offer an extended subscription or other benefits instead as this is not in line with our policy.
The official way to file a complaint or report an issue is still via customer support. There was a bit of a backlog six months ago but now it has gotten better, and I believe Giovanni was contacted by Paris before I replied to his post.
Rebecca
Thanks, Becca. Really appreciate everything you do for the community. I just don’t think it is the best use of your talents to try to answer all the language questions and troubleshoot what customer service should be able to handle. Maybe they can hire another person or replace the subcontractor.
In my case, I want refund immediately in same day my card was charged (because I forgot the turn off the “auto subscribe” when I’m in trial. Because I don’t think this program works for me, I asked refund immediately. Chinepaid said they “REFUNDED” me, but I never see the refund after almost one month.
It’s very shady practice. If there is any employee from Chinesepod, please READ this thread. Your company really need do things right.
Thank you for your concern Podster:) My workload is nothing compared to what our customer support team has!
Thank you for letting me know. Perhaps there is some sort of delay in the refund. I’ll forward this to Paris and if you have reached out to the customer support team then you’ll get a reply soon!
Rebecca
Same thing happened to me just now. Got charged a full year without my knowledge. This is really bad. No prior email - including in the spam folder.
Hello,
I am very sorry to hear about this and I have forwarded your comment to our customer representative, who will look into this issue. I will keep you updated on the forum. Thank you for your patience.
Rebecca
@BeccaChu pls also look at the email I sent you concerning the redeem of my gift so I can continue to study.
Hi Markus,
We have received the email and we will reply to you!
Rebecca
I had to comment here because the CS Agent named Susie did not reply to my latest email and my thread on this forum is not approved by the moderator, which I don’t know why!
I signed up for 14-day trial premium subscription. I checked very carefully that the next billing cycle will be on Aug 9, 2023. That is why I decided to cancel subscription on Aug 8, 2023.
However, when I checked my account on Aug 8, I realized that they charged me $29. Therefore, I requested for a refund, and since they have a 30-day money back guarantee, I believe this request is reasonable. They did not notify me at all about charging me, not even a reminder!
After I requested for the refund, a CS agent named Susie contacted me and promised that I would get my refund by the “following week”. Ironically, it took 3 days for my bank account to be deducted but it’s been 15 days and maybe forever and I have not received any refund! I emailed again, the agent again said she would check with Finance department and got back to me. After waiting for another 3 days, I asked for an update and she has ghosted me since.
I have never posted any public complaint about any service I’ve used, but the inefficiency of ChinesePod has given me enough motivation to spend my time and energy writing out these words!
Give my money back!
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