mum recently signed up to an online advert offering a free trial to a miracle moisturiser. She paid for the post and packaging and received the cream as promised. But, when she looked at her bank statement a few weeks later, she saw the company had taken more money from her account. She cannot get in touch with it and is worried it will take more money. What can she do? Sandra, Gorey, Co Wexford WHEN your mum signed up to the free trial, she may have agreed to terms and conditions which allowed the company to take money from her card once the free trial ended. If she agreed to these terms and conditions (which you normally have to do to get the free trial), even without realising it, she also agreed to the company deducting money from her card.
Online subscriptions are usually set up as a recurring charge on a debit or credit card as opposed to a direct debit. In general you cannot cancel a recurring charge with your bank (as you can with a direct debit). So, you have to contact the company you have the recurring charge with to cancel it.
You should do this in a way that gives you proof that you asked them to cancel your subscription — such as, by email. If your mum can’t get in touch with the company to cancel the subscription, she may need to contact her bank and look for a chargeback on her account for any subscriptions taken after she tried to cancel the payment.
She will also need to give them the evidence showing she attempted to contact the company to cancel the subscription — for example, send them a copy of emails she has sent to the company. If all else fails, her last resort may be to cancel her card and apply for a new one.