Check your junk folder for price-rise emails

Computer Active (UK) - - Consumeractive -

Com­pa­nies are re­quired by law to tell cus­tomers if their sub­scrip­tion is in­creas­ing in price. Many do this by email, which is why you should reg­u­larly check your junk mail folder for mes­sages about price rises. It could ex­plain why you’ve been hit by an un­ex­pected in­crease. It’s pos­si­ble that this is why Com­put­er­ac­tive reader Sher­rell Sachse thought ge­neal­ogy site My­her­itage ( www.my­her­itage. com) hadn’t con­tacted her about the au­to­matic re­newal of her sub­scrip­tion. As we re­ported in Is­sue 503, she was shocked that the price had risen by £60.

She as­sumed she’d have to pay it be­cause she was out­side the 14-day cool­ing-off pe­riod, dur­ing which you can can­cel a sub­scrip­tion and claim a re­fund. It would have been dif­fi­cult for her to prove that she hadn’t been con­tacted, so we got in touch with My­her­itage on her be­half. Hap­pily it agreed to re­fund her in full, and even added a year’s free sub­scrip­tion as a good­will ges­ture. It said: “The last thing we want is un­happy sub­scribers”. This is ex­cel­lent cus­tomer ser­vice from My­her­itage. The com­pany con­firmed to us that it does send re­minder emails about forth­com­ing re­newals to give cus­tomers enough time can­cel. It may be lurk­ing un­read in Sher­rell’s junk folder.

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