RealOne's shady business practices (Or: How to actually cancel your subscription)
TV ClubHouse: Archive: ARCHIVE THREE:
RealOne's shady business practices (Or: How to actually cancel your subscription)
Adamblast | Wednesday, September 11, 2002 - 10:03 am     This won't come as a surprise to anyone who's dealt with Real much before. Forgive me if you think this belongs under the Tech section... But there are a lot of feed subscribers who may end up getting charged $10 a month by accident unless they follow these steps. 1) Unless you know some private web address (such an address DID exist once) there's no way to cancel your subscription online. It may *look* like you can from your account page, but you can't. After clicking the cancel button, and filling out the "Please tell us why" screen, all it does is give you the following phone number: 1-888-768-3248 Hours (Pacific Time) M-F 5am - 7:30pm Sat/Sun 7:30am - 7:30pm 2) After the long hold-time on the phone, they'll try to talk you out of cancelling. Be firm. Even more importantly: They will *act* like they have accepted your cancellation. Then they'll tell you they've tacked on an extra month free of charge. Unless you stop them, you haven't really cancelled at all. You'll just get an email saying "Thanks for giving us another month. To continue your subscription, do nothing." If you really want to quit, you have to refuse the extra month and tell them that no more billing is allowed. They tried to get my credit card number again at that point, though it clearly wasn't needed again for any technical reason. They just want to make you jump through as many hoops as possible. That way a good percentage of people will keep getting billed. Personally, I would jump for joy if someone at Real were indicted for all the fraudulant business practices they've tried over the years. End of rant. |
Curtisahahahaha | Wednesday, September 11, 2002 - 10:08 am     I regret not canceling when my free subscription ended. BB3 is Snooze City (capital S & capital C)now! I ended up paying for one month. Ah well ....Thanks for the tip! |
Yellek | Wednesday, September 11, 2002 - 10:10 am     Sounds like the same kind of thing I had to go through to cancel my cellphone a while back. I had to explain my reasons for switching companies and they actually told me "That's not a good enough reason!!" Sorry, not related to Real One, but I just had to share my rant. Thanks for the warning tho, I'll have to cancel Real One soon too. |
Crazydog | Wednesday, September 11, 2002 - 10:13 am     I had a different experience. I had a very easy time cancelling my account. Had almost no hold time - I waited about 30 seconds. Simply told the guy I had to cancel because the feeds were taking over my life, and he was quite understanding. I don't recall him offering a free month. I don't view their practices as fraudulent. It's a business, they are just trying to get people to keep utilizing that business. It's like those CD clubs that keep sending you CDs unless you tell them each month you don't want them. |
Karuuna | Wednesday, September 11, 2002 - 10:14 am     An easy, but somewhat more devious, way to cancel without going thru all those hoops is to go to your account listing, and change your credit card expiration date to something incorrect. So, if it's listed as 10/02, change it to 01/04. No new charges can be posted to your card, and Real will send you a nice letter, telling you that you have been cancelled. |
Adamblast | Wednesday, September 11, 2002 - 10:19 am     I don't have a problem with them trying to keep you on. That's their business. BUT if what happened to me happens to others, many people could *think* they've cancelled, when in fact their billing will continue after only a month's break. Real is probably too smart to do anything technically illegal. But they have a (IMHO) very deserved reputation for pushing the envelope with extremely agressive and misleading practices. |
Adamblast | Wednesday, September 11, 2002 - 10:35 am     Karuuna -- wish I'd thought of that. Since they seem to purposely make cancelling inconvenient, I think that's a good option. |
Kittykatt | Wednesday, September 11, 2002 - 10:46 am     I have a question, if you only signed up for the bb season which was 26 bucks will my account cancel itself after the show, or do I have to do it myself??? |
Kittykatt | Wednesday, September 11, 2002 - 10:51 am     (karuuna) Great Idea! Also on the edit payment method just take off the credit card you subscribed with! HEHE  |
Tootseug | Wednesday, September 11, 2002 - 11:08 am     Well, I got my first 30d free. My day of the month it automatically renews is the 11th, today. I have been bored with the feeds and was thinking of cancelling anyway. So I called Real with the above number given, talked to Henry. I had told him the reason for cancellation, was just that I have not "utilized it" much. Well, that is true, over the last couple of weeks through now. So he's giving me a free month, plus he sent me an email that when I want to cancel, all I have to do is "reply" to that email and type in "cancel" and it's a done deal. He even wrote that in the email. So, now I'm on free basis till the end of BB and whether I watch it much it doesn't matter cause it's costing no dough. I'm happy. |
Tootseug | Wednesday, September 11, 2002 - 11:13 am     By the way, Henry did NOT ask me for my credit card number again. I have to say, I have been very happy with Real, and of their service. No complaints here. They have always responded to me courteously and fairly and of the 2 times that I can remember that the feeds were down, that is not much considering the BB viewership. I have NO complaints. |
Misschris | Wednesday, September 11, 2002 - 11:23 am     I had no problems cancelling - twice. The first time, I just called after the 14 day trial, asked to cancel, they offered 30 days - no pressure - I accepted and got the same email that Toots got. After 30 days, I replied to the email and was cancelled. Then my hubby wanted to sign up for a 14 day free trial for some baseball thing, so we signed up with his email account. When it expired, actually 2 days late...oops!, I called but since it was labor day, I got an automated system, a little more annoying, but no big deal. Within a half hour we had the cancellation notice and no charges even though we were late. I, too, was pleased with Real and would probably subscribe - hubby likes the sports stuff - but don't really have the time (read BB is helping me to flunk out of school and I will probably get fired for posting at work...lol!) |
Oregonfire | Wednesday, September 11, 2002 - 11:23 am     All of this reminds me of AOL practices, forcing you to talk to a real person instead of cancelling online, the free month and the like. AOL is diabolical. I told them the last time I cancelled that I was cancelling because their aggressive sales tactics annoy me. The credit card bit sounds smart, Karuuna. I'll try that first! |
Cinder | Wednesday, September 11, 2002 - 11:31 am     KittyKat- No you do not have to call and cancel. That is why I only signed up for that and not the free trial. |
Oregonfire | Wednesday, September 11, 2002 - 11:35 am     Well, unfortunately that didn't work Karuuna. It would let me exit the screen or save my changes because the information was incorrect. Dang! Looks like I'll have to talk to a human being after all (sorry I dread this sort of thing). BTW, my current subsription goes until the 25th. What should be happening inthe house by Sept. 25th (only three hgs left?) Still not worth keeping, I bet. |
Jag2000 | Wednesday, September 11, 2002 - 11:40 am     I ordered Real a few days before BB3 started. Then I called them up to say I only wanted it for BB3, they billed me twice. One for a monthly acct. and one for BB3. I called them and they were very nice and credited my credit card for the monthly fee and only charged me for BB3. They have always been very nice to me. Yes, sometimes it takes awhile to speak to a real person. I have no complaints so far. This is my third year I have used it. |
Yellek | Wednesday, September 11, 2002 - 11:56 am     I think anything that can be signed up for online should be able to be cancelled online. Some of us just don't like to talk with people on the phone or waste our time on hold. |
Mygetaway | Wednesday, September 11, 2002 - 11:57 am     I cancelled online Monday. I just went to the manage my account page on the browser, and below is a copy of the message I have there. (I'm due to be billed around the 18th, so we'll see what happens then.) So far, I haven't had to call anyone to cancel. Manage My Membership Your membership is currently active and, as you requested, will be cancelled at the end of the current billing period. You can continue to enjoy your Member benefits at RealOne Central until then. **edit** PS... I didn't send in a comment as to why I was cancelling. I just closed that page out after it confirmed I had cancelled. |
Sheilaree | Wednesday, September 11, 2002 - 12:02 pm     I was able to cancell on Realplayer.com. and I had no problem cancelling my realplayer and I haven't been charge ten bucks a month. |
Adamblast | Wednesday, September 11, 2002 - 12:04 pm     Very interesting, Mygetaway... Both years I've subscribed it wouldn't allow online cancellation--same results most people seem to have.... Seems odd that the "Cancel" button would allow a few folks to really cancel, and force most others to call. Weird. If any of you can confirm a URL or step-by-step process that will allow *anyone* to cancel online, I'm sure folks here will really appreciate it... |
Uhoh | Wednesday, September 11, 2002 - 12:21 pm     i just cancelled and also had to call in to do it. told the rep that it was deceptive to lead people to believe they could cancel online by asking them to type out all their reasons, then make people call in anyway. he said that they were just trying to get the 'cancel' option up (uhoh says uh huh), that before one couldn't cancel online at all. 'you still can't!' i said. 'i didn't have to call to sign up ...' 'of course not' he answered. that says it all. |
Yellek | Wednesday, September 11, 2002 - 12:21 pm     Mygetaway: I just tried that, but it asks me for 'why I'm leaving' before anything else, and if I try to leave it blank it won't go any further. |
Mygetaway | Wednesday, September 11, 2002 - 12:43 pm     I don't know what to tell ya.. It let me do it. Maybe it all has to do with when your membership renews. Mine is only good for one more week. They don't want me to call and ask for a refund?? I don't know. |
Allyg8r | Wednesday, September 11, 2002 - 12:46 pm     I just cancelled too. (Although I will sign up on Saturday, when my month is up - for the 14 day free trial - THANKS Ryn - for the suggestion) I was unable to do so online as well, and had ot call the number posted above. The rep offered me the free month as well, but it is true that after the free month is up, you are automatically subscribed again unless you cancel prior to it ending. I didn't want to risk forgetting, so I didn't accept it. Perhaps it is the Americans who can cancel online, and the Canadians that need to call in to do so...? |
Mygetaway | Wednesday, September 11, 2002 - 12:49 pm     ADAM... I think that the URL would only work with my page as you have to enter your name and password. |
Jan | Wednesday, September 11, 2002 - 01:13 pm     I was also unable to cancel online. It told me to call in. When I finally reached a live body( not too long a wait) when asked why..I just said I can't afford it! They did not quibble on that one (they like to get paid) so he asked no further questions. (it was a lie but who cares) Unfortunately I lose it SEPT 21!!! so I will miss the last 5 days in the house. I will really be counting on the LF posters then! Love you guys! |
Jeeny98 | Wednesday, September 11, 2002 - 01:58 pm     I'm in America, and I had to call to cancel. The first time I was on hold for a while, then got disconnected. The second time I was on hold less time and got a real person. She was very nice, and said that I was paid up to the 25th and did I just want it to end there. I said Yes. Easy as that. I too got the box that asked for the reason, and tried to give no reason but it wouldn't let me go any further. So, I had to type in the reason, then the message to call screen came up. They were very nice to me whenever I did talk to them on the phone. When I first signed up, I ordered the BigBrother special first, but I didn't have any controls to adjust the brightness. As it was, it was too dark for me to see anything. So, I called them to tell them this. And they told me I had to upgrade my realplayer at some cost, not sure how much, but I was really upset. And I told them why should I pay to adjust the brightness only!! The woman suggested that she cancel the BB membership, and give me the SuperPass for 9.95 month and then cancel after BB. She also gave me a free month for my problems. So, I really only had to pay for 2 months, which is less than the BB only feeds, plus I had access to the video controls. All in all a good deal....I guess. Sorry this is so long, no one will probably get to this apology. :lol |
Hippyt | Wednesday, September 11, 2002 - 02:16 pm     Karuuna,You are a true genius! I won't be taken by those people again! Think I'll go ahead and cancel,I haven't turned the feeds on in a week anyway. |
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