Good customer service, but refund process could be smoother
I recently requested a refund after my annual subscription auto-renewed on January 4th. I had cancelled just two days after the renewal, and given that the subscription price had changed significantly, I felt it was reasonable to expect an automatic refund rather than having to go through the request process. That said, Franz from the customer support team was excellent throughout our communication. He was understanding, responsive, and ultimately processed my full refund of $47.99 as a one-time accommodation. The entire exchange was professional and courteous. My only criticism is that for cancellations made so quickly after an auto-renewal the refund should really be automatic rather than requiring back-and-forth emails. Overall, I'm satisfied with the outcome and appreciate Franz's help.