Complaint Review: SugarSync - Nationwide
- SugarSync Nationwide USA
- Phone: 650) 356-6200
- Web: https://www.sugarsync.com/
- Category: Computer Software
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.
"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:
"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."
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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