I can not cancel my subscription.

Wonyoung
Wonyoung Posts: 1
in General questions

I can not cancel my subscription.

My subscription was renewed automatically.

I want to cancel it asap.

Comments

  • Natascha
    Natascha Posts: 1,591 Moderator ☑

    Hi @Wonyoung 

    Thank you for your mesasage. 

    You have always the possibility to terminate your subscription at least 28 days prior the renewal. 

    Please send your latest invoice number and an email address in a private message. I can ask a colleague to reach out to you :) 

    Thank you very much in advance and have a great day. 

    All the best,
    Natascha

    German Community moderator 💙 Moderatorin der deutschsprachigen Community

  • CGJR
    CGJR Posts: 11

    This is the biggest scam ever!!!! I tried to cancle before my renewal I was told by chat to contact a 1800 number which i did. I stayed on hold for 40 mintues and I was rudly told to email sales to cancle my order. This is the response i recieved to my email.

    Unfortunately, we are unable to process your request for cancellation. You can view our End-User License Agreement (“EULA”) by clicking on the link: https://www.teamviewer.com/en-us/eula/ (See the section 13.1 of the agreement).

    "Unless otherwise specified in the Order, the Contract has an initial term of twelve (12) months (“Initial Term”) and shall subsequently be renewed automatically for additional periods of twelve (12) months (each a “Renewal Term”), unless either party notifies the other party no less than twenty-eight (28) days prior to the end of the Initial Term or any Renewal Term that it has elected not to renew the Contract."

    As your request was sent outside of the contractual renewal period, cancellation is not permitted. Please note this subscription will renew again automatically unless notice is given at least 28 days prior to the end of the active term.

    We appreciate your business. Please let us know if you have any additional questions or concerns.

    Have a great day!

    Kind regards, 

     

    I do not even konw how much I am paying for the renewal because it is very unclear.

     

  • Natascha
    Natascha Posts: 1,591 Moderator ☑

    Hi @CGJR 

    Thank you for your post. I'm really sorry to hear what happened. 

    Can you please send me your Ticket ID in a private message?

    Looking forward to your answer and wish you a great day. 

    All the best,
    Natascha

    German Community moderator 💙 Moderatorin der deutschsprachigen Community

  • smkcpa
    smkcpa Posts: 10

    I just had the same thing happen to me - my current trem doesn't expire until July 16th, and I sent them an email saying that I do not want to renew it.

    Even though I am requesting non-renewal a week before it will hit, they sent me the same **bleep** respionse saying that I needed to tell them 28 days in advance.

    This is a terrible company - I will be sure to tell everyione that I know not to use them.

     

  • CGJR
    CGJR Posts: 11

    I told them i can not afford their services anymore and they were very rude to me. I waited onhold for 40 minutes to get scolded like I was a child. I am very disapointed in teamviewer. I now see why most of my industry and done away with them.  

  • smkcpa
    smkcpa Posts: 10

    Aside from the ridiculously high price that they are now charging, it is crazy for them to refuse to cancel a "future" service.

    I can understand them not allowing cancellation of a currently in service subscription, but to refuse to cancel something that has not even started yet is grossly unfair.

     

  • CGJR
    CGJR Posts: 11

    this is the response i just recieved. mind you i sent this in on 7-1 and it took them 10 days to respond to my request for additional information.

     

    I'm one of the Managers here at TeamViewer for our Customer Support department.

    ***** has asked us to review your request regarding the cancellation of your subscription which is set to renew on 07/18/2019 for a TeamViewer Premium license.

    After further review, we were unable to find any reason why we should cancel the renewal that will be taking place in seven days.

    Please note that we have cancellation policies like any other software company that requires action from our subscribers to notify us in writing 28 days prior to the set renewal date.

    We sent you a reminder email on 6/6/2019, we however were unable to find any cancellation requests for you in our system until now.

    With that being said, this subscription will stay active on your account and TeamViewer services will continue to be available to you until 07/18/2020.

    Your auto-renewal cancellation for the period after 07/18/2020 is being processed per your request, this however will not cancel the renewal taking place this year.

    Best regards | Saludos cordiales,

  • smkcpa
    smkcpa Posts: 10

    Clearly, they have a boilerplate response for each level of cancellation request - here is what I received yesterday - notice the only diference is in the license date:





    My name is Mayron, I'm one of the Managers here at TeamViewer for our Customer Support department.

    Scott has asked us to review your request regarding the cancellation of your subscription which is set to renew on 07/16/2019 for a TeamViewer Business license.

    After further review, we were unable to find any reason why we should cancel the renewal that will be taking place in six days.

    Please note that we have cancellation policies like any other software company that requires action from our subscribers to notify us in writing 28 days prior to the set renewal date.

     

    We sent you a reminder email on 06/06/2019 as was mentioned by Scott previously.

    I was unable to find any cancellation requests for you in our system until now.

    With that being said, this invoice will stay active on your account and TeamViewer services will continue to be available to you until 07/16/2020.

    Your auto-renewal cancellation for the period after 07/16/2020 is being processed per your request, this however will not cancel the renewal taking place this year.

     

    Kind regards,

     

     

    Mayron [last name removed per Community Guidelines]

    Senior Customer Support Specialist

     

    TeamViewer US, Inc | 5741 Rio Vista Drive | Largo, Fl 33760 | USA

     




     

  • CGJR
    CGJR Posts: 11

    identical message from the same people. I just took the names out. its a scam. I dont even know how much the renewal amount is. they wont tell me and i have asked a few times.

  • smkcpa
    smkcpa Posts: 10

    CGJR:

    I don't know where you are located, but in New York State, there is a law that makes the autorenewal clause unenforceable under certain circumstatnces. (I informed them of this, in each of my cancellation requests, but they just kept ignoring it and sending out their various boilerplate responses, based on the level of my cancellation requests.

    This is what I sent them in my emails, which they just ignored when responding to me:

    FACT:
    My business is located in the State of New York.
     
    FACT:
    Under NYS Law, Sect 5-903, your policy in unenforceable due to YOUR failure to abide by the rule of the law, which requires you to notify me of the existence of your EULA provision, at least 15 days, and not more than 30 days, PRIOR to the date that I was required to give you 28 days notice of my intent to not renew.
     
    Here is the link to the NYS Law, Sect 5-903:
     
     
     
    Here is the text of the law:
    Section 5-903
     Automatic renewal provision of contract for service, maintenance or repair unenforceable by contractor unless notice thereof given to recipient of services. 
     
    1. As used in this section, "person" means an individual, firm, company, partnership or corporation.

     2. No provision of a contract for service, maintenance or repair to or for any real or personal property which states that the term of the contract shall be deemed renewed for a specified additional period unless the person receiving the service, maintenance or repair gives notice to the person furnishing such contract service, maintenance or repair of his intention to terminate the contract at the expiration of such term, shall be enforceable against the person receiving the service, maintenance or repair, unless the person furnishing the service, maintenance or repair, at least fifteen days and not more than thirty days previous to the time specified for serving such notice upon him, shall give to the person receiving the service, maintenance or repair written notice, served personally or by certified mail, calling the attention of that person to the existence of such provision in the contract.

      3. Nothing herein contained shall be construed to apply to a contract in which the automatic renewal period specified is one month or less.  
  • smkcpa
    smkcpa Posts: 10

    Evidently, the renewal amount is listed on the invoice they sent you last year.

  • CGJR
    CGJR Posts: 11

    This is really good information thank you!! Illinois has a similar act which they clearly do not abide by. The renewal notice that teamviewer sent out does not state that is must be cancled within 28 days and it does not identify where or how to obtain information about the renewal. 

    (b) Any person, firm, partnership, association, or corporation that sells or offers to sell any products or services to a consumer pursuant to a contract, where such contract term is a specified term of 12 months or more, and where such contract automatically renews for a specified term of more than one month unless the consumer cancels the contract, shall notify the consumer in writing of the automatic renewal. Written notice shall be provided to the consumer no less than 30 days and no more than 60 days before the cancellation deadline pursuant to the automatic renewal clause. Such written notice shall disclose clearly and conspicuously:


    (i) that unless the consumer cancels the contract itwill automatically renew;

    and

    (ii) where the consumer can obtain details of theautomatic renewal provision and cancellation procedure (for example, by contacting the business at a specified telephone number or address or by referring to the contract).

     

  • smkcpa
    smkcpa Posts: 10

    I sent them the NYS law numerous times - they just kep ignoring it - then I recieved this email:

    Dear Steven,
     
    If you have concerns regarding the legality of our End-user license agreement or processes which you agreed upon when subscribing to our services, please have your legal team send a formal request in writing to:
     
    Legal Department
    ​5741 Rio Vista Dr, Clearwater, FL 33760
    Thank you and have a great day!
     
    Kind regards,
  • smkcpa
    smkcpa Posts: 10

    After continuous emails back and forth, continuing to plead my case that their autorenewal was unenforceable under NYS law, and the fact that a different company was offering me a license for up to 10 computers for substantially less that what TeamViewer charges me for 3 computers, I then received the following message from the "sales team":

    Hello Steven,
     

    Thank you for your feedback. 

     I got a special coupon with [Removed per Community Guidelines - Do not discuss price] Please keep in mind TeamViewer is number one for several reason, including security, stability and support. 

     

    Best regards,
    Licensing Specialist

  • CGJR
    CGJR Posts: 11

    This is not their first Rodeo. They are assuming that you do not have a lawyer on retainer and are not willing to purse this. 

  • smkcpa
    smkcpa Posts: 10

    It would cost more to retain an attorney than the renewal price.

    However, I use Amex Platinum to pay my bills, so it will be very easy to tell Amex to disallow the charge, and then they will make the vendor explain why they believe that the payment should be allowed, before charging my account..

    I have fully documented all of the emails back and forth, so I have no doubt that Amex will take my side.

  • CGJR
    CGJR Posts: 11

    Dito!

  • smkcpa
    smkcpa Posts: 10

    So, they removed the info about the discount and the price from my response.

    Evidently, the pricing is a big secret - are they offering different deals to each person?

  • CGJR
    CGJR Posts: 11

    They have removed some of my comments on posts aswell.  Really sketchy.

  • smkcpa
    smkcpa Posts: 10

    Attention to the Community Board Moderator:

    Why are you folks so afraid of letting your customers have an honest discussion about your company's policies?

     

  • L-Meertens
    L-Meertens Posts: 3

    @Natascha I would like to urgently get in contact with someone from Teamviewer regarding a similar issue only on a corporate level. I would appreciate it if someone could contact me as soon as possible so that we can get this issue sorted asap! Thank you.

  • 1007645992
    1007645992 Posts: 1

    The most unethical company I have ever dealt with.  I trusted them but with no reminder of their 28 day contract clause they state, no cancellation is possible.

    Pretty tough in these days of Corona Virus when most of us are out of work!

     

  • IrishUser
    IrishUser Posts: 1

    Same problem here. Just woke up to a renewal notice and payment off €400 taken from my account. 

    Business has ceased trading due to virus.i hope TV can cancel and refund.

  • nareshftech
    nareshftech Posts: 1

    I am facing a similar problem. I tried to follow the instruction given in one ticket, but there I am not able to see my subscription.

    Please provide any email or contact details where I can contact and cancel my subscription.

  • destry
    destry Posts: 1

    Same issue, they are unwilling and refuse to do anything for you. Spoke to someone and explained that I did not realize our subscription had renewed until I reviewed my American Express statement. The reminder emails went to a folder in my Outlook and I did not see them. We did not want it to renew because we stopped using the software months ago and have no future use. But because we did not cancel before the 28 days till renewal they refuse to help in any way.

  • cantunes_fcanho
    cantunes_fcanho Posts: 3

    Dear Natascha,

    I want to cancel our subscription and i am trying to do it since 2 weeks ago. I tried by email to the sales department, i made a contact to portuguese phone number and they said that we had to contact another number, in english.

    I need to know if a can cancel our team viewer subscription by e-mail and to what e-mail we have to send? Can you help me, please?

    Thanks in advance. 

    Carlos Antunes - **Please Do Not Post Email Addresses**

  • mickdare
    mickdare Posts: 1

    I have the same issue. Supposedly received a renewal notice nearly 2 months ago that my Teamviewer will auto renew which I DID NOT RECEIVE. Sent through a query to the phone support and then to received this brush off from the subscription team. The first I heard about the renewal was a paypal transfer fro bloody over $1000 dollars!

    @Natascha wrote:

    Hi @Wonyoung 

    Thank you for your mesasage. 

    You have always the possibility to terminate your subscription at least 28 days prior the renewal. 

    Please send your latest invoice number and an email address in a private message. I can ask a colleague to reach out to you :) 

    Thank you very much in advance and have a great day. 

    All the best,
    Natascha

    Hello,

    Because this license has renewed recently, we are unable to terminate the subscription immediately, unless you are able to provide a document that confirms closure of business. Please send this in so we can escalate the case for you.

    You can view our End-User License Agreement (“EULA”) by clicking on the link: TeamViewer End-User License Agreement (See the section 13.1 of the agreement).

     

    "Unless otherwise specified in the Order, the Contract has an initial term of twelve (12) months (“Initial Term”) and shall subsequently be renewed automatically for additional periods of twelve (12) months (each a “Renewal Term”), unless either party notifies the other party no less than twenty-eight (28) days prior to the end of the Initial Term or any Renewal Term that it has elected not to renew the Contract."

     

    As your request was sent outside of the contractual renewal period, cancellation is not permitted for the current invoice. 

     

    A renewal reminder was sent to your registered email address on 15 September 2020. 

    This email outlined the terms of change / cancellation. Please let us know if you have provided us a written cancellation request as per terms?

     

    Please note this subscription will renew again automatically unless notice is given at least 28 days prior to the end of the active term. Kindly confirm by replying to this email if you wish for us to cancel next year's auto-renewal of your license at this time. 

     

    Link to payment: TeamViewer Payment Portal

    Please insert the invoice number **Please do not post TeamViewer IDs**  with the registered email **Do Not Post Email Addresses**

    Please note: In case the payment is not made for the pending invoice, your license will be blocked and sent to a collections agency

    Please let us know if you have any additional questions or concerns.THOUGHT I ALREADY DID THIS TWICE TODAY!

    Please note that the license is registered to the company and not to the contact person, i. e. the company is the contract partner and needs to make sure that no unauthorized person is allowed to place an order for it. It is the responsibility of the contract partner to manage the contact person

     

     

    Best Regards,

     

    TeamViewer Customer Satisfaction Team 

    Do you have a TeamViewer question? Check out our technical documentation in our Knowledge Base or ask our Community for help: https://community.teamviewer.com/

     

    ​

  • NOCancellation
    NOCancellation Posts: 2

    Indeed, does any one here can cancel the subscription after the 28-day period? It is absurb.

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