TeachMe.To

Hi Bina, We are writing to follow up regarding the recent reversals on your account. During a routine review, our system flagged several high-risk anomalies associated with your account and the recent lesson bookings. Specifically, as we discussed, we identified significant inconsistencies regarding your profile identity and background check information, as well as high-risk fraud flags on the payments used to book the lessons. Furthermore, a formal chargeback dispute was filed by the cardholder for the payment in question, confirming it as an unauthorized transaction. Because these transactions violated our security policies, the payments were reversed, and your account has been placed on hold pending a final review by our Trust & Safety team. At this time, no further funds will be released. We will notify you once our internal investigation has concluded.

Hi Tony. We understand how frustrating it is to see unexpected charges, and we appreciate you sharing your experience. To clarify, the free lesson you booked was a promotional offer tied to our subscription plan. As outlined during the checkout process, if the plan is not canceled within the initial trial window, it automatically activates and begins renewing. We always want our customers to be in full control, which is why you have 24/7 access to your payment history and the ability to pause or cancel your subscription at any time directly within the app. While we cannot refund the past renewals for the time the account remained active, you have accumulated lesson credits for those payments! Those credits are entirely yours to use. We would love to help you get the full value out of them. Feel free to reach out to us and our team will gladly help you get those sessions booked.

Hi Gregory, We completely understand how frustrating an unexpected charge can be, and we definitely want to get this sorted out for you. Providing the best customer experience is always our top priority. To clarify, our team has been actively trying to help you with this! We sent you a message in the app this past Saturday to resolve the charge, and we have been waiting for your response so we can move forward. We absolutely want to help you fix this. Please check your app messages and reply to our team so we can get this resolved for you as quickly as possible.

Hi Luis. We are truly sorry for the frustration this billing issue has caused you. We completely understand that unexpected charges are upsetting. We take cancellation requests very seriously. As our customer support team explained during our conversation, we thoroughly investigated your claim that you sent a cancellation message two weeks prior. However, there was absolutely no record of this message in our system, and you noted you were unable to find a record of it on your end, either. Please know that our free trial lessons are designed to automatically transition into a subscription, which is clearly outlined in your initial booking confirmation emails. Because no cancellation was successfully submitted prior to your billing date, the system processed the renewal according to our policy. We have already provided you with the appropriate next steps. We wish you the best.

Hi Marcie. Thank you for sharing your feedback. We sincerely apologize for the frustration you experienced, but we would like to clear up a misunderstanding. We absolutely offer refunds when we cannot match you with a coach. The one-year credit we mentioned was simply presented as an option to lock in your current pricing while we continued to search for an available coach on your behalf. We were waiting for your reply to see if you preferred that option or if you wanted a refund. We have already processed a full refund back to your original payment method. Our team has also sent you a direct message confirming this. We apologize again for the scheduling difficulties and any confusion this caused!