WONT STOP CHARGING ME WHEN MY DOG PASSED IN SEPT. 2025
At first, becoming part of this organization was a positive experience. Unfortunately, that changed after we lost our sweet girl. In September 2025, she succumbed to cancer, and it was an incredibly difficult time for our family. In October 2025, I called to cancel our monthly $19.99 subscription. I was told the cancellation would be processed and that it might take up to a month, but I was assured it would be taken care of. It is now July 2026, and I am still being charged $19.99 every month. I have called multiple times since then, yet no one has successfully canceled this subscription or resolved the issue. To make matters worse, every monthly charge serves as a painful reminder of the loss of our beloved girl. I should not have to relive that grief each month because of your organization's failure to process a cancellation that was requested months ago. I also want to recognize Jason in Order Taking for providing outstanding customer service. He was the only person willing to help and stayed on the phone with me until someone in Customer Accounts finally answered. Unfortunately, my experience with the Customer Accounts team was the opposite. The representative I spoke with was impatient and did not give me enough time to locate the account numbers she requested. It is frustrating that my account can be found easily enough to charge my credit card every month, yet no one seems able to process a simple cancellation. I am requesting that you immediately: Cancel my monthly subscription permanently. Refund the $179.91 that has been charged to my account since my cancellation request in October 2025. Confirm in writing that my subscription has been canceled and that no future charges will be made. This situation has gone on long enough. I expect this matter to be resolved immediately.