ComplaintsforSummit Professional Education

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 4 of 2022 an automatic payment was made from my credit card the amount of ******. In 2021 I stopped automatic payments through a feature on Summits website. I was suprised when I looked at my statement to see that another payment was made on 1/4/2022. I called *** spoke to ****** who informed me I had to call in to stop automatic payments. I told her that was not the case last year because I went online and stopped automatic payments. She informed my she could not refund my money because It was four months since the charge was made. She also stated she could not refund my money because I had taken a class in March. I told her I enrolled in the class for March 2022 in 2021 while I still had a subscription. She informed me I still had to have a subscription in 2022 to take the class in enrolled in the year before. Thats confusing to me. I would like clarity on this and a refund because I had already opted out of auto enrollment through the website. How I was re enrolled in auto pay is confusing to me. I have had a long relationship with this company never had issues like this before.

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/05/05) */ I'm so sorry to hear about your recent experience. After researching your account, I can confirm there was no request to cancel your auto-renewal for your subscription since the original purchase in January 2020, neither through the website, email, or phone call to the team. You had requested this in 2019, after your past subscription renewed, and we canceled that purchase, with a refund. However, you later purchased a new subscription , agreeing to those new terms and conditions, along with the auto-renewal in 2020. We understand a year is a long time to remember your renewal, so we send a reminder email 30 days in advance, along with an email at the time of the renewal. Our satisfaction guarantee states you can receive a refund and cancel your renewal within 30 days if no courses have been completed. I've also researched your course completions and found you attended a live course in January, after the renewal. And you have completed an online course March 2022. If you have an active subscription, you can add any course to your account. This applies to courses falling past your renewal date, as most customers will renew. Once your subscription expires, these courses are no longer available. Your subscription terms give you course access for 12 months from the date of purchase, and your subscription terms renew each year (or expires, if requested). Because you're four months into your current subscription terms and you've attended multiple courses, I'm unable to refund this. However, I want to make sure you get the most of this year, so I want to provide some options and you can choose which would work best for your needs. - I can offer a three-month extension to your current subscription. Rather than expiring 01/04/23, it will expire in 04/04/23. My hope is this extra time will allow you more access and help make up for any time missed. - I can offer you a $** discount on your next All Access Subscription. This does not have to be used as a renewal, rather you can receive this discount any time in the future. This way, you could use this years' subscription through January 2023, then receive another discount for future renewal needs. I know this is not the outcome you've requested, but I want to make sure I'm offering the best options, and I'm committed to partnering with you until we can find something to suit your needs. You can also reach me directly at ********@summit-education.com. I look forward to hearing from you. Sincerely, Michelle Director of Customer Service Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll except the four month extension. I doubt I'll be using Summit again because I had no idea I signed up for auto renewal. That is a tricky feature on that site. I'm very unhappy with this company and this outcome concerning a refund. I feel scammed out of my money. Business Response /* (4000, 9, 2022/05/10) */ While I'm sorry to hear you have not accepted the resolution, I'm very happy to add the three month extension, as originally offered. Your subscription will now expire 04/04/2023. I hope you will see the value in your purchase, as you've already earned over $*** worth of **** during this subscription period. We will continue to work with you as needed, to provide exceptional service and quality content. Please be sure to keep your contact information updated, to ensure you receive emails regarding your subscription. Please also feel free to contact our customer service team should you need anything at all.

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