Hello, I hereby request a refund according to the refund policy / money-back guarantee.
I tried to cancel the subscription within the notice period and before the annual fee for 2023 was collected. Unfortunately, your technology did not allow this. After collection of the annual fee on March 4th, 2023 (i.e. before the extension period started again), we tried again to enter a cancellation and a refund request. Again, this was technically rejected. I then try in vain several times a day, for several weeks, to reach your customer service by phone. That too without success. So I had no choice but to revoke the direct debit and hoped to get in touch with you. Again without success. Since your customer service does not have an email address either, you seem to have planned this. This is not acceptable.
After a few weeks, the termination for 2024 was finally recorded. However, you have collected the canceled amount again… For this reason I am now writing this message.
Please record the cancellation retrospectively for 2023 in accordance with the refund policy and money-back guarantee.
I ask for a written confirmation immediately.
