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I paid for a years subscription in May 2023 and tried to ask tutor questions at the end of november. They didn’t go through and it said I needed to verify via sms which I tried to do. It said I couldn’t so I should contact them via email which I did. I successfully verified via email because I have all the relevant info they asked for. They wrote back and said they couldn’t overwrite the sms verification and therefore couldn’t get my 6 months of tutor questions (which I have paid for) There was no trying to sort it out from their end. I’ve written several times and now they ignore me. I’m not asking for a refund of the full amount but the 6 months that they have decided not to provide the service I paid for (I also $120 usd for a year and the first 6 months was fine). I wouldn’t need a refund if they sorted out the issue like any normal company. They seem to think it’s ok to take a years worth of money and then deny me 6 months because they messed up the verification process in their system. Clearly this is deliberate to stop people like me from actually using the service we’ve paid for, ie every time we ask tutor questions they have to pay a tutor and we tend to ask questions. We were only trying to use the available questions but clearly they’re trying to optimize their profit at our expense.
Claimed loss: $60
Desired outcome: Sort out the verification so we can use the tutor questions we paid for or give us a pro rata refund of $60 USD for the 6 months they’re denying us.
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This complaint has been resolved automatically due to user's inactivity.
