Hi****,
Hi****, Regarding the 30-day notice you mentioned, I was never provided with any written notice or documentation stating that this was a requirement. You mentioned that you had verbally informed me about it, which is possible, although I genuinely do not recall that conversation. However, I clearly informed your team on August 5 that I wanted to terminate the service and requested a refund. At that time, Iris explained that it would take approximately three months to see the results and that a refund could not be processed at that stage. Based on what I was told, I agreed to wait until September 9. What I find particularly unreasonable is that your company is now treating a verbal term as valid, while refusing to recognize my verbal notice. If written notice is required for my request to be considered valid, then the same standard should apply to any terms or requirements communicated by your company. It is unfair to selectively enforce verbal agreements depending on which party benefits from them. As your customer, I am extremely disappointed with the entire experience — not only with the quality and effectiveness of the service, but also with the way my refund request has been handled. I intend to share my experience honestly and factually, including through your social media channels, so that other customers can make informed decisions. I also have recordings of my conversation with your team on August 5, as well as the conversation yesterday. My position on August 5 was very clear: I did not want to continue with the service. I only agreed to wait because your team asked me to give the treatment three months to see whether there would be any results. There was also an issue with the overcharge. I initially raised this with your finance team and was told that I had been overcharged by more than $200. After reviewing the charges myself again, I discovered that the actual overcharge was more than $400. This is extremely concerning. It gives me the impression that unless the customer identifies and challenges the charges themselves, the amounts may not be properly checked or reconciled. After everything that has happened, I have lost confidence and trust in your company. I sincerely believe that the way this matter has been handled is unreasonable and unfair. I therefore expect your team to review the situation properly, take into consideration the notice I provided on August 5, and resolve the refund issue fairly. I don’t believe there is any issue with processing the refund to our company’s UEN. This is a company account, not a personal account. As for the card, it has already been reported lost and cancelled. I’m not sure where you obtained the information or documentation you mentioned regarding the card being reported lost. The bank only sent me a text message confirming that the card had been reported lost, as shown in the attached screenshot. I am also extremely frustrated and disappointed about the overcharge. This was a basic billing error. When I first reported the issue, your team told me that I had been charged for one additional month and that I would be refunded more than $200+. However, after reviewing the charges myself, I discovered that I had actually been charged for two additional months. Only after I pointed this out did your team acknowledge that the refund amount should be more than $400+. This lack of accuracy and proper review is highly concerning and has caused us to lose confidence in your company. Now that the refund is being delayed on the grounds that it cannot be processed to a UEN, I find this explanation unconvincing. It gives the impression that the refund is being unnecessarily delayed and may even be intentionally withheld. This is the email with business listing, very bad service we losted 2000+