Back in May I tried NordVPN travelling abroad - my host’s internet was too poor for NordVPN to have a good use-case, so I emailed and requested a cancellation. I never saw a reply, and I do not see a reply in my email, but they apparently did reply.
I thought that settled it, I got an email for a satisfaction survey that I didn’t open, but I wish I had. It showed the transcript of the reply I cannot find, where instead of accepting my cancellation they tried to talk me into staying.
They took my lack of response to the email I didn’t see as a reason to keep my account open. In the last couple of weeks I noticed a billing from them, and then I realized I had been billed consistently since my trial. I reinstalled the app, which had been uninstalled the entire time, to verify it was still active.
Now I’ve reached out to live chat, to see if they can understand the situation and make an exception. They will not, at least not the live chat I have spoken to. Does anyone have advice on who I can ask?
It’s not the end of the world, kind of just a matter of principle. The live chat even said “outside of the 30 day guarantee, especially 6 months later, we assume that you know the features and the value of our product and accept the price” - I’m going from memory but that’s close, and it bothered me because it missed the reality of the situation. I said cancel, they said “but what about security?”, a non reply from me should not be considered as an agreement to their point.
TLDR:
Tried NordVPN, through no fault of theirs I had no use case.
Tried to cancel, Nord replied trying to convince me to stay. I did not see nord’s reply, Nord’s response went to spam most likely.
Received a satisfaction survey a few days later, which I ignored.
6 months later I realize I’m still being billed, Nord says I’m SOL.
Some will say this is on me, especially for not following up. Fair! Lesson learned.