Unauthorized payment
I'd like to make a complaint about 1password's charging policies and request a refund.
I had a 1 families account on an annual subscription that was due to expire on 1 February 2023.
I decided to cancel the annual subscription on 27 January 2023 because I was entitled to a free families account via a business account with my employer and did NOT want to get charged for another year's subscription.
When cancelling my annual subscription, I did NOT sign up for a monthly subscription, I was just notified that unless I started a new subscription or linked a business account, I'd be able to access data for upto a month, but be unable to use autofill or add new passwords for.
To my utter dismay, I received an invoice from 1 pasword on 27 January, charging me for a monthly subscription, with my credit card getting charged immediately.
I linked my business account on 28 January, and queried the unauthorized monthly subscription immediately.
1password email support has been awful. A response took a whole week to arrive, and did not recognise that the monthly subscription and payment that 1 password took was completely unauthorized. I just told I would receive a credit when I eventually leave my business account.
I'd like an immediate refund and apology, and possibly compensation for the amount of time that has been wasted. I'd also like recognition that 1password /agile bits is taking acttion to stop making unauthorized payments from customers who want to unsubscribe in future.
I am pretty close to requesting a chargeback from my credit card provider, but will wait until I've got a response from you before doing this.
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Comments
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I apologize for the frustration, but billing issues can only be addressed by email. We're unable to look up customer details or issue refunds through public channels. I understand the delayed response via email is less than ideal. We're working hard to get back to everyone as quickly as possible. I promise we'll continue to work with you on this via email and I'm confident a solution can be found.
Ben
ref: ref: QBX-36942-268
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