Cancelling Unotelly? Be careful!

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ripdog

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#152347 24-Sep-2014 06:42

So a couple weeks back, I unsubscribed from unotelly. This is the email they sent me immediately afterwards:

Subject: [Action Required] Cancellation Request

This email is to confirm that we have received your cancellation request for the service listed below.

Product/Service: Premium Package 30-Day - $4.95/month

Domain: The service will be terminated within the next 24 hours. Thank you for using UnoTelly Media Service and we hope to see you again in the future. UnoTelly Media Service

As you can see, the subject states that action is required, but the body doesn't mention what I have to do. So, I assumed it was a lazy misconfiguration in an unmaintained part of their system, and ignored it.

Well, today paypal emailed me happily informing me that I had handed over another wad of cash to them. Why? Well, you have to cancel the subscription... twice. Once at unotelly, once at paypal. Why? Don't ask me. So many other sellers can easily suspend subscriptions automatically. Too hard for unotelly, I guess. Hoping to hoover up that cash without having to bother providing service, no doubt!

So yeah, be careful. Make sure you cancel the authorisation under https://www.paypal.com/nz/cgi-bin/webscr?cmd=_manage-paylist

nakedmolerat

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#1135141 24-Sep-2014 06:52

Have you been in touch with unotelly about this?

If not i suggest you do get in touch with them first.

ripdog

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#1135143 24-Sep-2014 06:53

I have indeed. 'First' before what - making this post? The screwup has already happened, they can't make this problem go away now. Even when I am refunded, other users may fall into the trap.

Coil

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#1135162 24-Sep-2014 07:02

Paypal don't know you stopped the subscription to unotelly.
You should always maintain your subscriptions in PayPal.

I would assume unotelly will refund it.

ripdog

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#1135163 24-Sep-2014 07:03

TimA: Paypal don't know you stopped the subscription to unotelly.
You should always maintain your subscriptions in PayPal.

I would assume unotelly will refund it.

Actually, sellers can indeed "suspend" subscriptions on their end. I know this because other paypal-based subscriptions on my account show as "suspended", and it wasn't me who made them like that. While Paypal don't automatically know if I cancel, the seller should inform.

taneb1

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Mercury

#1135201 24-Sep-2014 08:15

Not sure about the cancellation page itself (which should state this) but their FAQs advise to go and cancel your pre-approved payment after you cancel your service with them

http://help.unotelly.com/support/articles/38507-how-do-i-cancel-my-subscription-and-pre-approved-paypal-payments-to

Any comments made are my personal views and does not represent those of my employer

Inphinity

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#1135206 24-Sep-2014 08:22

It really needs to be made clear in the cancellation email from UnoTelly that you have to go and cancel this payment from Paypal, as well. I don't have a problem with it requiring this step (and numerous other similarly-setup services do too), I just feel it should be made clear, not require you to go hunting through FAQs.

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benokobi

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#1135219 24-Sep-2014 08:28

When I requested a cancellation I mysteriously got another 3 Months added during the time it took for my email to arrive to confirm my cancellation. I have finally got a refund after many random emails offering support for their service that I didn't want.

sultanoswing

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#1146071 2-Oct-2014 21:22

Agreed. And here's one more caveat:

I received an email for my next subs from Unotelly on 13/9 stating "Payment will be taken automatically on 15/09/2014 from your credit card".

Realising I didn't want to renew (nothing to do with unotelly - they do run a great service), I requested a cancellation straight away, and cancelled my Paypal credit card payment to them.

I was therefore surprised to see that the payment had already been debited on the 13th - two days ahead of when the email from Unotelly indicated it would be.

Rather than complain and try for a refund, I figure at least it'll be available as a backup DNS service if I require it until my next period of subs runs out.