golookup.com company located in Palo Alto, CA as primary place of business; Company registered as Corp in Delaware. Failure of golookup.com to cancel account Palo Alto, CA Internet
On January 25, 2016, I signed up for a "free trial," for five days at golookup.com. After exploring the services offered and finding them to be inadequate and not-as-advertised, on th same day, January 25, I send an email to support@golookup.com to cancel the service. I received a reply from a Faith Kelly at customer support acknowledging my email to cancel but saying that I had to call them to cancel by contacting the Billing Department.
At the time, being very busy, I saw no reason to call, which to me was merely a ploy to attempt to talk me out of cancelling. There was nothing disclosed in the trial supscription documentation that stated that customers who signed up for a free trial would have to cancel by calling and yet to be disclosed Billing Department number and that they could not cancel by email. Since my Visa card had been billed $1.00 on January 27 for the so-called "free trial," I assumed all was well and the account cancelled. I promptly forgot about this company and service and never used golookup.com again.
However, having put the $1.00 charge for the "free" service on a card I have on auto pay and use very little, I did not notice that golookup.com continued to charg me as a member on Febrauary 2, 2016, $34.95 for the month of February, the same for March, and then $39.95 in April and May. I caught the unauthorized charges in May when reviewing accounts and doing some budget planning. I promptly called again to cancel and spoke to a representative who said they had no record of me cancelling or of an email, so cancelled my account as of May 24. As a result, I ask to speak with a supervisor; it was clear and the representative admitted that I had not used the account since first exploring it in January for a few hours. The supervisor supposedly had a very long line of callers waiting to speak to her, so I declined to wait. Instead, I called my VISA card company and filed a dispute of the charges, which were backed off.
Seeing the numerous complaints about this company on Ripoff Report confirmed my suspiciouns and prompted me to write this report. The best cure for dealing with such company's is to steer clear of so-called "free trial" offers, which in large degree are themselves ripoffs. A company who offers such free trials should have to make it very clear how you can cancel, and emailling should via the web should be a common way to do this.