Tractive. Subscription cancellation

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poiuytrewq

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I checked my credit card this morning and saw that a payment of £120 has been taken.

It’s Tractive. I bought and set up a tracker for Barrie when I first got him. I thought I just paid the two years subscription but apparently it’s just auto renewed with no warning or option not to.
I’d actually totally forgotten it’s stopped working after about 6 months and I just gave up on it. Didn’t even occur to me to cancel the agreement but I really do not want to pay another two years worth for something I never use.
Tried the customer support email which came straight back as email address no longer in use. There is no phone number anywhere.
I’ve facebook messaged as that’s all I could think of.
It renews today
Can I get out of this?
Really can’t afford to just throw £120 away on nothing.
 
I've always found their customer service very good via the app itself. (of course they night just say you signed up for it, which would be disappointing, but hopefully they will allow you step out now)
 
I’ve also found their customer support to be excellent. Any issues I’ve had have been quickly resolved by contacting them through links on my account to the support team. Have you logged into your account on the website and tried to contact them through there?
 
If paid on a Mastercard, you can contact your bank and ask them to charge this back under the UK domestic payments argument - Card holder withdrew authority.

Card holder has withdrawn their authority within 14 days as per the Mastercard UK Domestic Rules for recurring transactions.

Chargeback Condition- UK Domestic Rules 5.1.3 for recurring transactions, in the event that:

The cardholder is deceased
The issuer or the cardholder has withdrawn or closed the account facilities
The cardholder withdrew his or her authority to bill a recurring transaction

They could also argue that you were not made sufficiently aware of a subscription, but the UK domestic payments argument is stronger.

Hopefully Tractive will just refund you though. Nobody wants to call the bank.
 
poiuytrewq said:
I checked my credit card this morning and saw that a payment of £120 has been taken.

It’s Tractive. I bought and set up a tracker for Barrie when I first got him. I thought I just paid the two years subscription but apparently it’s just auto renewed with no warning or option not to.
I’d actually totally forgotten it’s stopped working after about 6 months and I just gave up on it. Didn’t even occur to me to cancel the agreement but I really do not want to pay another two years worth for something I never use.
Tried the customer support email which came straight back as email address no longer in use. There is no phone number anywhere.
I’ve facebook messaged as that’s all I could think of.
It renews today
Can I get out of this?
Really can’t afford to just throw £120 away on nothing.
Click to expand...
I had exactly this last week - except x 2 (for my ponies, not dogs 😂 )

Initially I was furious, as an unexpected £240 out of my bank account is a lot, and I sent a message via the app (having declined numerous pop up suggestions for help) that hopefully stayed on the right side of firm rather than snotty. I said it was unreasonable to take that amount after 2 years without any reminder, requested an immediate refund, and that if it would take a few days to process, I would happily send an invoice for them to pay straight away 😂😂😂

I had a reply within minutes, which actually had instructions on how to claim a refund (and obviously then a cancellation of service) on the web app, which I followed, and before I'd even started the second claim, the money for the first had landed in my bank. Yet most companies say it takes 5-7 days to do a refund... :rolleyes:

I was so impressed I sent them an email to say so, and that if they could only send a reminder before payment as well, they'd be perfect!
 
Just looked at my account and because my trackers are now cancelled I can't follow the options to screenshot for you.

Go here https://my.tractive.com/#/settings/ then click onto the subscription plan. From memory there should be an option to cancel membership. Ignore that, and further down there should be 'more options' or something similar. Under there was 'claim a refund'.
 

If you no longer wish to use your tracker and would like to terminate your subscription plan, you can claim a refund for your subscription as it was purchased or renewed within the last 30 days. As mentioned when you were redirected to this page by our Customer Happiness Team, please follow the steps below in order to do so.

To claim a refund for your subscription, please follow these steps:

  • Visit my.tractive.com in your web browser
  • Select Manage your Account > Trackers & Subscription Plans
  • Select the desired tracker/subscription plan you'd like to cancel
  • Select Subscription Plan > More Actions > Claim Refund
Note: Please make sure that you select Claim Refund to receive your refund. If you select Cancel Subscription Plan, your subscription will be cancelled so that no further payments are taken, but the refund will not be processed.

Once you have done this, your payment will be refunded and you can expect to receive the funds back in your account within a few business days*. Your subscription will be automatically terminated once the refund has been processed from our side.

*less than a minute in my case
 
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Oh thank you both very much. I sat for ages trying yesterday but didn’t see that.
I’ve emailed them but got an email back saying the address is no longer monitored. I’ve facebooked messaged them and I’ve filled out a contact us form
On the app but no reply to anything.
I’ve cancelled Cecil’s as that renews in December and again I not longer have it.
I didn’t cancel this one luckily just in case so will follow the above steps later. 🤞🤞
 
Annoyingly still no replies from anything and I’ve followed the above steps but when I click more actions there is no refund option.
I can transfer sub to a new tracker, enable Tractive care or FAQ’s 🤷‍♀️
 
Did you get an auto reply to your email address from your in-app message? If not, is it definitely set up to your correct email address?

This is the email address that my message came from, but it may be a dead end unless it's through the app: tractivesupport@tractive.com

The refund is only given on subscriptions within 30 days off activations/renewal. If you have more than one sub, are you sure you're trying to claim on the correct one?

Have you checked your email spam/junk folder?
 
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