My complaint:
My name is Kaiwen Wu. I am writing to express my extreme dissatisfaction with the handling of my subscription cancellation request and subsequent billing concerns.
On September 6, 2023, I sent an email to your support center (as indicated below) regarding the incorrect typing of my email address during the registration process. I explicitly mentioned my inability to receive pin codes or process the cancellation due to the error of typing the wrong email. Unfortunately, I received no response from the NordVPN team until November 17, 2023.
On November 17, 2023, after noticing that my bank card had been charged for three payments in September, October, and November, I sought clarification on the cancellation status with their service agent. The response I received via email ed the cancellation but failed to acknowledge the lack of communication during the three-month period and the resulting charges.
Despite the ation of cancellation, I was disturbed to find that the automatic payments had indeed been processed. When I sought a refund for the three payments, I was met with a dismissive response that failed to acknowledge the lapse in communication on NordVPN’s end.
SCREENSHORTS OF Original Email Sent on September 6, 2023, Response Received on November 17, 2023, Refund Request and Response and the records of transactions are shown in this file.
https://docs.google.com/document/d/154Jnoy4PqIg8sP8yQX5d9463OORXDKbF87ljq1k4nJ0/edit?uspsharing
I request refunds of all payments processed under the account from NordVPN.
Suggested solution:
I request refunds of all three payments processed (USD 41.43) under the account
