Customer Service That Simply Stopped Responding
I've been a paying Strava subscriber since 2020 and, until now, have generally enjoyed the platform. Unfortunately, my recent experience with customer support has been extremely disappointing. My annual subscription renewed in May 2026 at £54.99. As a student, I subsequently completed Strava's student verification process and my account was updated to show: • Annual Plan (Student) • £27.49/year • Student discount (-50%) ends May 2027 Given that Strava had verified my student status and was displaying my plan as £27.49 per year, I contacted support to ask why I had been charged £54.99 rather than the student rate. The initial response explained that my student verification had been completed after the renewal date. I accepted that explanation and acknowledged the timeline. However, I then asked a different question: if my account now shows an Annual Student Plan at £27.49 per year, with the student discount ending in May 2027, why was I charged £54.99 for the subscription period ending in May 2027? Unfortunately, support repeatedly ignored that question and instead continued to send responses explaining the verification timeline that I had already acknowledged. I pointed out that Strava's own account portal states: • Annual Plan (Student) • £27.49/year • Student discount (-50%) ends on 21 May 2027 The natural interpretation is that my current subscription is a Student Plan costing £27.49 until May 2027, after which it would renew at the full rate unless I reverified. Despite asking several times, nobody has explained why the information displayed within my account appears to contradict the amount I was charged. I have requested on multiple occasions that my case be escalated to a supervisor or manager and formally treated as a complaint. Those requests have not been acknowledged. I sent a detailed email on 11 June asking for clarification. After receiving no response, I sent a further email on 21 June specifically requesting that the matter be logged as a formal complaint and escalated. That email has also gone unanswered. At this point, the issue is no longer about £27.50. It is about poor customer service, scripted responses that failed to answer the questions I was actually asking, repeated requests for escalation being ignored, and then complete silence. I genuinely enjoy using Strava and have been a loyal paying customer for several years, which makes this experience all the more disappointing. I expected much better from a company of this size.