JustAnswer review: Refund of money taken without consent

To whom it may concern

In July 28 2022, I paid for a Just Answer £5 trial consultation which I instantly cancelled because it was unsatisfactory.

However, the company have been taking £38 per month from my account ever since, which I was completely unaware of. Today, I discovered these payments had been leaving my account since last July. (28 July 2022 - £5; 7 August £38; 7 September £38; 7 October £38; 7 November £38; 7 December £38; 7 January £38; 7 February 2023 £38. Total of £316.35.

When my husband went on the Just Answer Website to see what was going on, and to cancel the 'fraudulent' membership, he was directed by the Help Box to make the cancellation with a technician and the required €1 charge would be refunded immediately after the cancellation of the account.

The first question my husband was asked by the technician, was whether he wanted the advisor to 'connect securely' and he said 'no thanks' I just want to cancel the membership myself'. He was using his own laptop computer to do this for me. (see photo below). I then had an immediate charge of £40.35 for technical help which we didn't ask for or receive (see same photo below). Total now £356.70.

After the account was cancelled for me (that I didn't even know I had), my husband received 3 emails from Just Answer (see 4 images below). The first at 15.34 from the technician Abhishek Gupta 2 saying this was paid help, the 2nd at 15.37 from Just Answer stating that he had been charged €1 join fee and 45€ membership fee with automatic renewal every month. The 3rd email from Just Answer was from Jeff Cavellini, Vice President of Customer Care informing of successful cancellation (but didn't say to whose account - mine or his newly set-up without permission). Obviously, he has not subsequently clicked on any of these links.

At no time did my husband give his personal details to anyone from this company so the email address must have been illegally viewed through the unauthorised connection to his computer).

As yet, no money has left his account because, I assume, they have not managed to obtain his financial details from the illegal connection.

I would like a full refund of the money taken unsuspectingly by this company - £351.70 (minus the £5 trial fee).

Greer Eve-Welch

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