Cancellation request ignored, months of charges – eventually refunded after repeated complaints
On 20 April 2026, I emailed s*pport@w*sey.app, Wisey’s support address, requesting a refund and explicitly instructing them to: “Immediately cancel any active subscriptions linked to my details” and “Confirm that no further charges will be made.” I received no response whatsoever. Despite my written cancellation request, Wisey continued charging me €39.99 per month. When I later contacted them again, I provided a screenshot of my original email clearly showing the date, time, recipient address and contents of my cancellation request. Wisey told me that they could not locate the email in their support system and therefore had not processed the cancellation. They repeatedly referred to the fact that I had not received a cancellation confirmation and stated that I “believed” I had requested cancellation. This was particularly frustrating because there was no question of me simply “believing” that I had cancelled. I had documented evidence that I sent an explicit cancellation request to the correct support address on 20 April. I explained several times that while I could prove that I had sent the email correctly, I obviously had no control over whether Wisey’s internal support system received, registered or retained it. In my view, it was unreasonable for the financial consequences of that failure to be placed on me. Wisey initially refused my request for a full refund, referring to their Money-Back Policy, and instead offered me 50% of only the most recent €39.99 payment as a “gesture of goodwill.” I declined that offer and explained that I was not requesting a discretionary refund because I had changed my mind about a purchase. I was disputing recurring payments taken after I had already sent a written cancellation request. After further correspondence, Wisey changed their position and offered a 100% refund of the most recent payment, while still refusing to refund the earlier charges. I again declined to consider the matter resolved. I pointed out that their inability to locate an email sent to their own designated support address did not change the fact that I had sent it correctly, and that I did not accept responsibility for the financial consequences of an apparent failure in their email/support system. After yet another review of my case, Wisey finally changed their position again. They have now confirmed that they are issuing full refunds for all of the recurring payments made after my cancellation request, including the €39.99 charges from 19 May and 18 June, in addition to the most recent payment they had already agreed to refund. So, to Wisey’s credit, the matter has ultimately been resolved in full and I appreciate that they eventually made that decision. However, I am still extremely disappointed by how much persistence was required to reach this outcome. The progression was essentially: Cancellation request sent → no response → continued monthly charges → full refund refused → 50% of one payment offered → 100% of one payment offered → finally, after continued complaints, all disputed payments refunded. Had I accepted Wisey’s initial “gesture of goodwill”, I would have received only half of one payment back rather than the full amount that they ultimately agreed to refund. For that reason, I cannot recommend the experience I had with Wisey’s subscription and cancellation process. If you use Wisey, I strongly recommend keeping copies and screenshots of all correspondence, documenting any cancellation request, and checking your bank statements afterwards. In my case, that documentation proved extremely important. I appreciate that Wisey ultimately resolved the matter, but it should not have required this much effort to have a documented cancellation request acknowledged and the subsequent charges refunded