- Report: #390177
Complaint Review: Realplayer - Internet
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Realplayer
Realplayer.com Internet, U.S.A.
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Realplayer - RealNetworks Beware Realplayer Superpass Billing Gambit Internet
Attempting to try out the Realplayer "Free" 14 Day Superpass, I downloaded the software and attempted to get it working. When I ran into compatability problems I didn't have the time or interest in dealing with I attempted to cancel my "subscription", having never actually even used it. The website doesn't offer an email cancellation option, and in fact, makes the cancellation information (phone only) really hard to find. Once I called, I was placed on hold for quite some time; then the customer service person who came on persistently tried to talk me out of cancelling, to make adjustments to my software settings, etc. By now this had taken an hour and I was disgusted with their business practices and eventually the person acknowledged that I did NOT want their "service". It STILL wasn't over. They have billed my credit card consistently for the past 4 months and refused to repond to contact attempt efforts by my credit card company. Ugh. Not impressed. Wondering how they're able to get by with this.
Mmint
Internet, Oregon
U.S.A.
Mmint
Internet, Oregon
U.S.A.
2 Updates & Rebuttals
Tony C.
Grand Rapids,Michigan,
United States of America
I was just refunded 12 months of "Superpass" to my credit card
#2Consumer Comment
Mon, January 03, 2011
Yesterday my wife and I noticed a $13.77 reoccurring charge on our credit card called "RN Superpass." We googled it and found the complaints on this website and were very angry. I had signed up for this thing on 1/13/2010 and canceled it the same day when I couldn't get it working, but didn't catch the charges for almost a year, 1/02/2010. I called the company "Real," using a number I found on this site, 1-866-212-1343, this morning and spoke with a likely outsourced employee who told me that I must not have canceled it a year ago and that the best he could do for me was cancel it now and reimburse me 1 month, $13.77 to my credit card. I ended the call telling him that I still felt ripped off (I had never used the thing) and that I planned to report it to my band as a fraud charge. He kindly said, "Yes, sir, I guess that is the only thing you can do." 5 minutes later I thought to check and see if I had any sort of email correspondence with the company, confirming a cancelation. I did. I had a 3 email correspondence, ending with an email from them very clearly saying that my subscription is canceled and that I will no longer received any charges. I called them back right away and read the email to another likely outsourced employee over the phone. The woman said she understood, apologized, and transferred me to another guy who said that she had explained the whole thing to him, he apologized many more times, and then he told me that he would see that I was refunded the entire 12 months back to my credit card. In conclusion, I just received a confirmation email from him with this included, "Also, please be informed that RealNetworks has a no-refund policy. As a one-time accommodation, however, we've refunded the monthly charges in the amount of $151.47. Please allow a few days for it to process; the actual time it appears on your billing statement is up to your credit card company." In short, I'm disappointed that they kept charging me for a year past the confirmed cancelation date, I'm disappointed that the first time I called the guy didn't catch that it was their mistake and that I had in fact canceled properly (or that if he did, he didn't say it), but I'm very satisfied that they did what was fair once I had found proof in writing. They gave me all the money back. That's my experience with "superpass."
Gambithelp
California,USA
Gambit Help
#3UPDATE Employee
Thu, October 01, 2009
Hi,
I'm Sungho from Gambit customer service. I just wanted to let you know that We have nothing to do with the billing by Realplayer but if there was anything you needed from us to help you sort out the problem, you can email me at [email protected].
Cheers,
Sungho
