Raising The Bar App

Hi Haron, Thanks for reaching out — I’m really sorry this experience has felt so stressful. I’ve gone back through your account and our previous messages so I can give you a clear update and make sure everything is properly closed on our side. 1. Your subscription and card are now fully closed I’ve now personally: Cancelled your subscription Closed the billing agreement linked to your card Stopped any further payment attempts from our payment processor From this point on, we cannot charge your card again — no new renewals or retries can be created. 2. About “being charged without pressing anything” Here’s what actually happened on your account: When you first signed up, the £0.00 you saw was for the free offer / trial. After that, the system creates the first paid invoice (usually £19.99) once the trial ends, unless the account is cancelled beforehand. If that payment fails (for example, insufficient funds), the payment processor automatically retries the same invoice a few times in the background. Those retries can look like repeated “£19.99” attempts on your banking app, but they are all tied to one single invoice, not multiple new subscriptions every week. I completely understand how, from your side, that can feel like you’re “being charged without pressing anything” — especially if you weren’t expecting the plan to roll from free into paid. 3. Why you still saw attempts after contacting us We did reply to your previous email on 12 November, but it looks like that reply may not have reached you (it may have gone to spam/junk or been missed). In that email, we explained that: Your details would be removed automatically once cancellation was processed And we asked you to confirm if you definitely wanted to cancel, so we could close everything Because we didn’t receive that confirmation at the time, the system kept the existing invoice active and the processor continued its automatic retries. Either way, that’s on us to resolve once you’ve clearly said you don’t want the service — which is why I’ve now fully cancelled everything for you. 4. If you believe money has actually been taken If your bank shows a cleared payment (not just a failed/pending attempt) and you’d like this reviewed for a refund, I can help with that as well. All refunds are handled through our 30-day Money-Back Guarantee, which means: Your account can be manually reviewed by the billing team If it falls within the guarantee conditions and timeframe, they can approve a refund If you’d like me to push this forward, please reply to our email [email protected] with either: A screenshot of the transaction (you can hide any sensitive info), or The exact date and amount of the payment that has cleared I’ll attach that to your file and escalate it to billing for review. I completely understand why this has left a bad impression, and I’m genuinely sorry it felt like you were being ignored or repeatedly charged. From here, you’re fully cancelled and safe from any future attempts, and if you want the payment reviewed, I’m happy to fight your corner with the billing team. If there’s anything else you’d like me to check or clarify, I’m here to help. Warm regards, Jasmine Customer Support Raising The Bar