Scummy Nord cancellation/refund issue

VPN
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March of 2020 I signed up with nord, paying the year subscription. I wasn’t using it much at all so I deleted the software and cancelled so I wouldnt have the issue of trying to remember once the year was up. I go ahead and cancel. But according to my account and Nord I did not.

I distinctly remember going through that cancellation process but it seems with their bait and switch buttons that if you dont read it clearly you probably wont actually be cancelled. Its intentionally designed to trick you into thinking youve cancelled but you havent.

And now i’m charged for another entire year. I spoke with Leo in the chat, he could do nothing besides open a ticket. Then not long later I basically got a ‘too bad’.

"Hello,

We are contacting you regarding your recent chat session.

As we can see in our database, your subscription was not canceled, hence the charge.

Also, as we can see, your payment has passed our 30 days refund policy and we are unable to make partial refunds of the service. Please take a look at our Terms of Service, which you have agreed upon making the purchase.

Nevertheless, we are here to help you with the further use of NordVPN.

Looking forward to your response.

Best Regards,
Juana Flores
Customer Success Team"

I was intending to use nord again once I got into my new place this summer and actually had a reason to use their service. But now I cant wait to be fucking rid of them and ill be making sure my friends will be switching. I’ve read numerous posts and watched videos about some scummy things they’ve been up to. Not sure how they’re still fronting with this good guy persona.

Any advice from someone who knows about/been through it with Nord?

2

Cancelling auto-renewal is not a great experience. You have to click a confirmation button about three times whilst you’re reminded of additional features. The second to last step is a list of reasons why you’re not renewing. I don’t believe that businesses are entitled to know reasons for leaving. It’s fair of them to ask the question and it’s equally fair that customers have the option of just leaving.

Finally, you’re sent an email which needs confirming. You get an email response which confirms the subscription renewal has been cancelled (save it). It took less than two minutes. It really should have been one click to cancel auto-renew and an email confirmation that it’s cancelled.

Like anything that costs money, it pays to be completely sure that something is cancelled - always request a confirmation. Being “sure” something was cancelled is not the same as “knowing” it was.

This isn’t a Nord thing so much as a modern business tactic to retain customers. It’s ethically questionable and yet it’s “normal” practice for mobile phone contracts, charities and ISPs.

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telephone quarrelsome offer hateful profit adjoining familiar amusing cagey dinosaurs – mass edited with redact.dev

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