Complaint Review: USENET.NL - Internet Internet

I am a consumer who is currently being bent by this shady group as well and found this report to be absolutely valuable in helping me deal more directly with these people. Awhile back I got a membership for the same 14 day trial and was initially not aware that these people actually extended your contract without your consent. Granted they do send notification emails informing you that they plan to charge your credit card some days before they do so, they cleverly mask the actual urgency of this message with the inconspicuous subject header "Your usenet.nl contract". Yeah that'll definitely grab my attention. However had I been more crucial of my emails perhaps this could've been avoided. But this isnt the worst part by a long shot. I was subsequently charged $142.75

I sent them a complaint telling them that I had never used their service again after the first day of my free trial period, seeing as I never found what i was looking for. In response I received an email thanking me for my inquiry and reassuring me that I would have my refund in about 14 days. So it seemed everything was resolved at that point. WRONG! I checked my bank account online again today and saw that Usenet did just the opposite and charged me ANOTHER $143 putting me back about $285 total. I furiously scoured the internet looking for telephone contact information (which of course is not easy to find on their site under "contact us") and called them. They looked into my account and said they could not find the second charge. Ummmm what? So basically they knew of the first transaction two days ago, but the one from today must be a secret then right? Funny thing is, the transaction from 2 days ago is still processing and the one from today went STRAIGHT THROUGH. So essentially this means that if I didnt notify them during the call that I was charged again, they would have given me ONE refund and not two. How clever.

I will admit, after listening to the operators and doing a bit more research on the company it doesnt SEEM as though they are outright trying to scam people, it appears more as though they are completely OBLIVIOUS DULTS when it comes to dealing with customers and their money. Which doesnt make it any better than stealing right out of their pockets. I wouldn't trust my wallet in the hands of an incompetent person anymore than I would a crook.

Oh and the most delightful thing about this is that while they take their time with my refund, I am delightfully charged an overdraft fee of about $35 dollars every other day that the refund isn't processed. How lovely :]

I can forgive a misunderstanding or two but this is crazy. If this gets any worse I'm afraid I may be pressed to enact legal action against these people. This honestly has the potential of setting me back a great deal financially.

I want to thank the person who made this report, without it I probably would be even further from having this solved. (I forgot my password to their site so I wasn't able to contact them.)

Dear gshinmura,

we have already initiated a complete refund.

In case you should not have received this refund yet we would again like to ask you to contact us at [email protected].

Best regards,
Your Usenet.nl Team

This is just another attempt to make themselves look good!  I was on the phone with them about this EXACT issue and they refuse to resolve it.  "There is nothing we can do to re-fund your money."  They won't even transfer you to a supervisor.  I HIGHLY recommend that you do NOT do business with this sneaky, deceitful company!

Dear gshinmura,

we are very sorry to hear that you were having problems with our service.

In order to clarify any misunderstandings we would like to explain how our sign-up process works.
When signing up on our website you enter the free trial period which lasts for 14 days. As mentioned several times during this process as well as in the TOS (which have to be accepted by the customer) you have to cancel your account during the trial period if you do not want your membership to be converted into a paid contract. You can cancel any time via mail, email, Support inquiry or by using the Cancel button in the member area, however canceling via phone call is not possible.

However, since we highly value Customer Satisfaction it is our constant goal to make our service as easy and transparent as possible. Therefore we would like to ask you to send an email explaining your issue to [email protected]. We will then do our best to find a satisfactory solution.

All the best,
Your Usenet.nl Team