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Cancel my subscription

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Answers

  • BMTan
    BMTan Posts: 13

    "Covid" is the reason why I was told I couldn't cancel. Nevermind that their sales team is fully staffed and has actually called me unsolicited. 

    Twice.

  • Esther
    Esther Posts: 4,112 Former Community Manager

    Hi again @BMTan 

    I am very sorry to hear that and hope that this was a technical problem causing the connection to drop! Hanging up the phone is of course far far away from the customer service we want to deliver daily to every single customer!

    Please accept my apologies for this bad experience!

    Esther

    Former Community Manager

  • BMTan
    BMTan Posts: 13

    I have submitted a ticket.  Spoke to employees via email.I've been on hold. Hung up on twice. When is my order going to be refunded? 

  • BMTan
    BMTan Posts: 13

    If that's true, why does it keep happening? 

  • BMTan
    BMTan Posts: 13

    I've been trying to cancel for over a day. I think their definition of the word "prompt" is different from mine. 

    Sit on hold for 40 minutes to talk to customer service.

    Call sales and get straight through.

  • BMTan
    BMTan Posts: 13

    I can't seem to be able to cancel my account. I have never dealt with a company that simply refused to stop providing me a service I didn't want. Your customer service is the sort of thing I associate with scammers and fraudulent activity. 

  • BMTan
    BMTan Posts: 13

    Has anyone figured out how to successfully stop service? I do not want this service. They've obviously made it impossible to cancel within any decent time frame to squeeze every penny out of their customers. Some great service you guys have here.

     

  • BMTan
    BMTan Posts: 13

    Hello, I'm trying to cancel service. My posts in the different topics keep being moved by a moderator. It would be nice if I could talk to other people having this issue that are following THESE topics instead of the ones you keep moving them to.

  • Esther
    Esther Posts: 4,112 Former Community Manager

    Hi @BMTan 

    As stated above: 

    All cancellations must be submitted in written form, by submitting a ticket with your licensed account. 

    I understand your frustration but please know that the community can only guide you to the correct way to cancel your order, but the community cannot take over the actual cancellation for you.

    best, Esther

    Former Community Manager

  • BMTan
    BMTan Posts: 13

    Why do you keep moving my questions in other threads that are literally the same topic?

  • Esther
    Esther Posts: 4,112 Former Community Manager

    Hi @BMTan 

    We are moving all posts into this thread as it all is about the same topic (Please refer to the User Guidelines for more information).

    I fully understand that you were hoping for a faster way than the answer I gave you and I apologize that I couldn´t give you a better one. But the fact is, that all cancellations must be submitted by submitting a ticket with your licensed account.

    The service team will work on your ticket and reach out to you ? No worries!

    Best, Esther

    Former Community Manager

  • BMTan
    BMTan Posts: 13

    My ticket is no longer visible when I search. Does this mean that it has been processed?

  • Esther
    Esther Posts: 4,112 Former Community Manager

    Did you receive a confirmation for the ticket? incl a ticket ID? If so - you can be assured it is being processed ?

    Former Community Manager

  • BMTan
    BMTan Posts: 13

    I was on the phone with the licensing department and I was told I was going to recieve those things but have not. If my ticket was deleted I don't want to wait to restart the process. Should I submit a new ticket?

  • BMTan
    BMTan Posts: 13

    Whenever I call I am now getting a voice recording that you are not taking calls and I need to submit a ticket. I have already submitted a ticket. On the phone I was told I was going to recieve an email confirmation. I have not recieved anything. Who do I need to contact? 

  • catsys
    catsys Posts: 3

    Hi @Esther 

    Your so called ticketing system never works as the team there will only say that the ticket should have been raised 28 days prior to the renewal date. 

    However, this company does not have the courtsey to remind the clients in advance about the upcoming renewal. Is it for the fear of people dropping off? That is a very negative mindset for a company of your stature. 

    So the ticket system is useless when someone wants to cancel the account when the renewal is automated and has happened. We have raised the ticket on the day our renewal happened. Your staff doesn't allow to cancel the contract. 

    Bad way in today's times to keep customers. Totally regret we used your service. It is like people having to stick with an unhappy marriage when they want a divorce. Hope you get the point and relay it to someone who can take decisions. 

    Thanks.

  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @BMTan

    Thank you for your reply.

    I have confirmed that your account has been activated which means you are able to submit a ticket: https://community.teamviewer.com/t5/Knowledge-Base/How-to-submit-a-ticket/ta-p/72027

    As my colleague mentioned ealier, we are unable to affect or provide direct support in cancellation or licensing issues here in the community, for security purposes. Cancellation requests must be received in written form, which is easiest via the ticket system.

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice: https://community.teamviewer.com/t5/Knowledge-Base/Subscription-renewal/ta-p/65605

    Once you submit a support ticket, our support team must answer every case in the order they are received. 

    Thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @catsys

    I understand your anger and frustration. I apologize for any inconvenience caused.

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice. Also please note that it is possible to raise a ticket anytime and our support team will give you possible solution for you. You might not be able to get an answer you want, however it does not mean that you are not able to raise a support ticket. Our support team does always make sure to answer every single case and assist you.

    Unfortunately, you would need to have this discussion with our support team in the support ticket as we cannot assist you with an issue like this via the community. However, I will forward your feedback internally. I appreciate your input and time in the community.

    We thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • catsys
    catsys Posts: 3

    Hi @Yuri_T 

    Yes. Please forward the feedback internally. 

    Our decision to purchase TeamViewer happened 3 years back. So the automated renewal was put in place then. I'm not asking for the answer I want, I am just pointing to fair business practices which should be initiated at TeamViewer's end.

    A renewal due reminder is something that the society, as  a whole, has got used to. I'm sure you use personal services from Google and Amazon which also send you upcoming renewal notices. So, as a practice, start reminding your clients of their upcoming renewals in advance and give them a chance to go away if they want to, as a part of your policy. 

    Regarding the support staff and the ticket, we already have opened one as stated earlier and they have started pointing to your EULA which really, really, needs a change. 

    Have a good day!

  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @catsys

    Thanks for the input once again. I have already forwarded your feedback internally.

    I understand your point and I would like to let you know that we take feedback very seriously as we are always striving to improve our services. We welcome any additional feedback you may have. 

    Please do not hesitate to contact us if we can be of any further assistance. 

    Have a wonderful day!

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • sangrime
    sangrime Posts: 1

    TeamViewer Business 가입 라이선스 번호:**Information removed as per Community Guidelines** I wan to cancel it. Thanks a lot.

  • j4756
    j4756 Posts: 1

    When I filed the ticket last November for my unsubscription, I could not get any response. Also I sent several emails before my license expires to [email protected] but I never got any response. So I disabled my credit card not to authorize the renewal and signed out the Teamviewer account, now I am getting a mail from CreditReform on debt payment. I am so frustrated. I sincerely hope Teamviewer customer service does better than this.

    Now I am looking for submitting a ticket again but now it directs the website www.teamviewer.com/support and I have been circling in this website for hours. I really hope the customer service PM me to resolve this.

  • Fiona_G
    Fiona_G Posts: 689 Staff member 🤠

    Hi @j4756,

    We are sorry to hear about it.

    In this situation, please call our support team instead of raising a ticket. Our support team will help you to investigate it further.

    Kind regards,

    Fiona

    Fiona_G
  • adamcengel
    adamcengel Posts: 1

    TEAMVIEWER payment and subscription management is the biggest joke! It's now 2020. I should be able to log in, see the services we pay for and manage them how we see fit. Holding customers hostage and asking for a ticket 

  • lavenderpup
    lavenderpup Posts: 1

    Hi,

    I received an automatic renewal for endpoint but I want it cancelled as I don't use it.

    Can you please process its cancellation?

    thanks

  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @lavenderpup ,

    Thanks for your post.

    Regarding TeamViewer subscriptions, we are not able to cancel your subscription in the community.

    The license does renew unless cancelled prior, as stated on the bottom of the original invoice. Please raise a ticket in order to request a cancellation so our support team will give you possible solution for you. 

    We thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • JetcoSafety
    JetcoSafety Posts: 1

    I did the same, but they make it very hard to cancel an account. I still have yet to figure it out.

  • dvilla
    dvilla Posts: 1

    Your link to open a ticket leads nowhere that you can open a ticket. there is literally nowhere on the site that you can open a ticket. This is a very frustrating customer service experience. 

  • Helen7
    Helen7 Posts: 1

    I agree and have had the same experience

  • Bardi
    Bardi Posts: 6 ✭✭

    Somehow I'm not surprised how many people come to this post.  I suppose there are a lot of unhappy Teamviewer customers out there, and I am one of them.  

    I guess I'll be cancelling next year, too.  Enough of NO CUSTOMER SUPPORT, just lip service and, 'Oh, let me sell you another feature.'  

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