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Stornierung der automatischen Verlängerung des Abonnements

Chirag Bhadada Mobility Genossenschaft 09.04.2021 Melden Reklamation gemeldet

Hello,


I took out a 4-month mobility study subscription on December 1, 2020, which was automatically renewed on March 1, 2021 (renewal effective date - April 1, 2021).


When I applied to cancel my subscription in March, I was informed that a reminder email had been sent to renew on February 16, 2021. Unfortunately, the reminder email doesn't seem to have been delivered because I can't find it in my mailbox.


Daher habe ich den Kündigungstermin für die Kündigung verpasst und jetzt eine Jahresrechnung in Höhe von CHF 279 erhalten. Dem stimme ich nicht zu.


Erstens besagt die Vereinbarung, dass das Abonnement auf unbestimmte Zeit gültig ist. Es wird nicht erwähnt, dass das Testabonnement in ein jährliches Abonnement umgewandelt wird. Zweitens habe ich die Erinnerungsmail nicht erhalten.


Ich finde auch folgendes sehr kundenunfreundlich:


1. Das Testabonnement wird auf der Website als "Testabonnement - das unverbindliche Abonnement für Anfänger" und "Sie können Mobility vier Monate lang unverbindlich testen" erwähnt. In diesem Fall sollte die Verlängerung eher ein Opt-In als ein Opt-Out sein.


2. Automatic renewal is not specifically mentioned on the website when registering. It is only mentioned in a separate contract document.


I would request a cancellation of the invoice. Many Thanks.

  • Rückerstattung CHF 279.-
  • Erklärung
  • Andere Stornierung der Rechnung von CHF 279

Mobility Genossenschaft 23.04.2021

Thank you for your message.


As already mentioned in our previous message. We have succesfully sent this message regarding the automatic extension from our part. If you have not received this message, we advice you to contact your email provider. The automatic extension is also mentioned the contract under point 9.


Regarding the cancellation please proceed as mentioned in our previous message and please consider our response from 1 April 2021 by Ms Bahi as final in this matter. We will not answer again to any messages regarding this matter.


Thank you for your understanding.


Customer Service
Mobility Cooperative

Here is my response - 1. Reminder Mail - They have just mentioned to contact my e-mail provider. If they were serious about the complaint, as a first step, they would have sent proof from their e-mail provider that the message was sent successfully. 2. Mentioning the contract - I am not disputing this point. However, they have not responded to any of the suggestions to make the details mentioned on their website more transparent and customer-friendly. The advertising and the sign-up process on the website seems to be designed to mislead the customer. 3. At the end, they mention that they will not respond further without solving the issue. That is simply rude. There is no acknowledgement that I am being asked to pay for a service that I do not need and will not use. The response is not helpful at all; very inflexible and unsatisfactory customer service.