Questia.com Questia Questia Media, Inc. Refused refund after automatic annual billing Houston Internet Texas

Questia automatically billed my credit card for annual fees of $109.95. They sent no warning notices of any kind to inform me that this renewal was coming up. The first I knew about this charge was when my credit card report arrived. I immediately took steps to cancel and asked for a refund. I had been a customer for about 4 years, but decided to cancel this year because of budgetary constraints.

Their reply:

After review of your account, we will not be able to issue a full refund due to our very strict refund policy and the agreements held with our publishers. We apologize for any confusion and inconveniences this may have caused. The Subscriber Agreement that was accepted during registration states that, 'Monthly, Quarterly, and Annual subscriptions automatically renew and your credit card or other payment method you provide will be charged on the first day of each renewal period until your subscription is terminated by us or cancelled by you.' It also states that the 'Cancellation of subscriptions will take effect at the end of the current billing period and will not result in a refund.'

As an exception of this stated policy we are able to offer you a prorated refund of $35.00 This refund is as a courtesy as we do not normally issue refunds due to the agreements held with our publishers and the fees that have to be paid to continue the Questia service. It is typically a restriction to refund fees that have already been paid. But, again we can issue a prorated refund in the amount of $35.00.

If this refund is acceptable please respond to this email within 2 business days.

Questia Media, Inc
Resolution Department.

I replied, acknowledging that I had not canceled prior to the billing date as I had been unaware of it. I asked that they at least consider giving me a true prorated refund (11 months worth), instead of this token concession of $35. They refused and once again gave me 2 days to accept their offer.

I feel very angry with Questia for their high-handed approach. They have not only taken money from me, but wasted hours of my time as I have tried to negotiate with them. I'm posting this as a warning to potential and existing customers.

Sven
La Jolla, California
U.S.A.