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Report: #1302026

Complaint Review: SugarSync - Nationwide

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  • Reported By: Andre — North Miami Beach Florida USA
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  • SugarSync Nationwide USA

SugarSync I was billed even though they were notified 7 days in advance! San Mateo Nationwide

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First, I am not some disgruntled customer that wants to be talking bad about a company. However, when I am treated unfairly, I think it should be known to any and everyone who wants to do business with this company.

I realized my billing date (April 4th) was rapidly approaching and I have been paying for this service, though I have not been using it. I can attest that I have not logged into the account 5 times in the last year.

 

Nevertheless, on March 28th, I notified their customer service about canceling my account. Below is my original email about my cancellation:

"Mar 28, 10:30 AM

Hello,

I would like to officially request the cancellation of my account effective as soon as possible. I understand that my files will be deleted and cannot be recovered. I also understand that I will no longer be billed for the service and I have already taken the necessary steps to save any files needed.

Thank you!"

I was then contacted with an email to contact their chat department specifically between 10AM-2PM PDT which is 1PM-5PM my time.

I explained that due to the fact that I worked in a controlled environment where I would not be able to access any websites not whitelisted by my company and I also worked 11-12 hours per day would make it hard to be on their website specifically between those times. I was told that was the only way to cancel.

They responded with the following:

"We are very sorry to see that you want to cancel your SugarSync account associated with the email address (email edited). We do have a cancellation department that will be happy to assist you in closing your account as **we cannot cancel over the email or phone**. They will just need to verify a few accounts details with you and then close the account per your request.

To cancel your account please go here **between 10AM-2PM PDT Monday through Friday**:" 

What kind of policy allows for cancellation to happen via chat but not by phone or email? In fact, phone is more secure and as long as I can verify all my information then that should be enough!

They still billed me. I then sent an email explaining that I was willing to call them as that would be easier and I could do it on lunch. Below is the email verbatim that I sent:

"I clearly explained that I am unable to specifically be on your website between the hours mentioned to talk to someone. I requested my cancellation in advance and you still billed me. I work 11 -12 hours per day. I am not permitted to use my phone or be visit certain websites that have not been white listed by the company. 
 
You guys have made this very difficult. I'm happy to verify anything you'd like. If you'd like, I can do a phone call on my lunch break at work or on the weekends. I cannot guarantee I can surf your website as I'd have to literally sneak and do it and if they audit my internet history at work I can get fired.  When I go on lunch, I can walk outside and call you guys if you need to verify things if it's verification you need. 
 
I'm super disappointed because you guys never needed verification to charge my account but you need verification to stop billing me! Please refund my money as you can clearly see I haven't even used your services much"
 
 
I never got a response for this. So today, April 26th, 2016, I brought my laptop to work and literally snuck off  (not being paid on my own time) and go outside and activate my phones' wifi hotspot so I can reach these guys to cancel. I had to use my own wifi hotspot because I was not permitted to use my company's internet connection for issues like this.
 
I contacted them and let them know the entire situation and that I do not have the time to be sitting in chat and that I just wanted to get this canceled.They had the nerve to sit there and try to solicit me for additional storage and to try to get me from canceling. They have no respect for my time and this was the whole reason why they wanted to chat with me instead of an email, so they can bombard people with offers and try to save them.
 
During the chat, they gave me another link to click on to cancel. So not even chat could cancel my service. They only wanted to chat with me to offer me something and then pass me off to somewhere else to cancel when they could have easily gave me the unique cancellation link via email.
 
Long story short, I was told to send an email to request a refund and I later got a response quoting their terms of service which basically state that I am not entitled to a refund bcause I canceled after being billed. The agent had the nerve to quote the terms which state:
 

"Renewals and Cancellations

Accounts subject to Subscription Fees shall automatically renew for the same Subscription Period unless you cancel the account by the end of the then-current Subscription Period. Only the Admin can cancel a Group Account. You can cancel your account at any time by contacting customer service. Cancellation will be effective immediately. Please note that after you cancel your account, you will not be able to use or access the Service and you will not be entitled to a refund of any fees that you've paid. For Group Accounts, after the Admin cancels the Group Account, Group Members will not be able to use or access the Service."

Even with their own cancellation terms, it specifically stated to contact Customer Service. Nowhere does it state I should contact chat who would solicit me and make offers. Additioanlly, I was told they needed to verify information. I was not asked not one piece of information regarding my account in the chat. I have a copy of the transcript if anyone wants to see. So what information did they need to verify why I was unable to cancel via email or phone? In their cancellation policy above, you can cleary see that all they require is the Admin for the account to notify customer service by the end of the "then-current subscription period", which I did on March 28th? So why was I still charged? And why do they not want to issue a refund?
 
I will make sure this gets out all over the internet. And I made sure I copied and pasted their terms which is public here just in case they try to be slick and change it. I already made screen shots of the entire page.
 
I definitely don't recommend anyone using this company. I believe I had stated my case. If any attorney wishes to contact me about this, feel free to. I ill also seek legal advice because there comes a point where I one should not be taken advantage of. I have done business with several companies and I am meticulous at handling cancellations etc. I set reminders and alarms in my persnal calendar. This is not some unreasonable customer who failed to cancel in advance and now want their money back. I clearly sent the emails on time and before I was billed!

This report was posted on Ripoff Report on 04/26/2016 05:35 PM and is a permanent record located here: https://www.ripoffreport.com/reports/sugarsync/nationwide/sugarsync-i-was-billed-even-though-they-were-notified-7-days-in-advance-san-mateo-nation-1302026. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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