Check your junk folder for price-rise emails
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.