I was an Albert Genius subscriber for…
I was an Albert Genius subscriber for nearly three years. I originally joined because I wanted a financial tool that would help me make better decisions and improve my financial well-being. Unfortunately, despite being a paying customer for years, I personally received very little value from the service. Over time, the app entered an error state, and because I was no longer actively using it, I eventually forgot about the subscription. I also didn't recognize the recurring transaction description on my bank statement, so I wasn't aware I was continuing to be billed. The moment I discovered the charge, I immediately attempted to cancel my subscription online but found the process difficult to navigate. I ultimately had to contact customer support by email to complete the cancellation. My husband had a similar experience when trying to cancel his subscription. Once I contacted customer support, my subscription was canceled promptly. However, despite three separate emails and two requests to escalate my case, Albert declined to offer even a one-time goodwill refund for the most recent charge. I reached out immediately after discovering the charge and hoped my loyalty as a long-term paying customer would be taken into consideration. Instead, each request was denied. What disappointed me most wasn't the $19.99—it was feeling like a recurring payment instead of a valued customer. Exceptional companies don't build loyalty solely through the products they offer; they build it through the way they treat people. Moments like these are opportunities to demonstrate integrity, empathy, and a genuine commitment to long-term customer relationships. A one-time gesture of goodwill would have cost very little, yet it would have communicated that Albert values its customers beyond the next monthly payment. Instead, I was left with the impression that policy carried more weight than the customer behind the account.