Subject: FORMAL COMPLAINT: Unauthorized Auto-Renewal, Debt Collection Recall Request, and Unfair Practice – Customer Account: [removed per Community Guidelines] / Invoice [removed per Community Guidelines]
Dear TeamViewer Billing and Compliance Management,
I am writing on behalf of Cloud 9 Recreational Ltd (New Zealand) to lodge a formal complaint regarding your billing practices, the automatic rollover of our Remote Access subscription, and your referral of a genuinely disputed matter to Creditreform Göppingen (File No. [removed per Community Guidelines]).
We demand that TeamViewer immediately recall this file from Creditreform and cancel Invoice [removed per Community Guidelines] in full based on the following timeline and actions:
- Explicit Cancellation and Service Suspension: On 7 August 2026, TeamViewer Accounting emailed us stating our account was suspended due to non-payment. We responded on the exact same day, explicitly instructing your team: "We do not wish to continue with TeamViewer. Please cancel this subscription." Despite this unambiguous written directive, TeamViewer failed to process the cancellation and instead escalated the file to a foreign debt collector.
- Absence of Service Provided: Cloud 9 Recreational Ltd had completely ceased using your software six months prior to the purported renewal date of 9 July 2026. Following your suspension on 7 August, we have had zero access to the service. Demanding a full 12-month contract value for a suspended account that we explicitly ordered you to cancel is an unconscionable business practice.
- Failure to Provide Contractual Proof: On 3 September 2026, we sent a Formal Dispute of Debt via email to Creditreform, requesting vital proof of contract incorporation and evidence of pre-renewal notifications sent to our New Zealand address. Neither TeamViewer nor Creditreform has provided this documentation, opting instead to issue generic, automated payment threats.
- Breach of New Zealand Fair Trading Standards: Under the New Zealand Commerce Commission's guidelines on automatic rollovers and fair trading standards, companies must ensure automatic renewal clauses are clearly disclosed and fail-safe cancellation methods are accessible. Accumulating predatory debt collection fees ($263.85 NZD added to a $358.80 NZD invoice) while an account is explicitly suspended and disputed constitutes a deceptive trade practice in our jurisdiction.
Required Resolutions:
• Recall the Debt: Instruct Creditreform Göppingen to immediately cease all collection activity and close File [removed per Community Guidelines] with a zero balance.
• Void Invoice [removed per Community Guidelines]: Permanently close our customer account (No. [removed per Community Guidelines]) and issue written confirmation that no further funds are owed.
• Protect Credit Reporting: Provide explicit confirmation that no negative credit data or misrepresentations regarding this disputed amount will be reported to any third-party agency.
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If TeamViewer fails to recall this collection agency file within seven (7) business days, we will escalate this matter directly to the New Zealand Commerce Commission (Fair Trading Division) and the Ministry of Business, Innovation and Employment (MBIE) for formal investigation into your subscription rollover practices.
We await your prompt confirmation that this unauthorized billing file has been closed.
Yours faithfully,
Cloud 9 Recreational Ltd
