HomerLearning Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The information stated was a total lieFirst of my name, as on my account, is ***The email deal was to return/renew subscription with a new and improve program and 50% off for a yearThe information view that it would suit my 5yr oldThe company's response overlooked every communication sent from me to resolve this issue such as: first logging and not getting what was stated in the advertised offer, customer service not responding in a timely matter and the first response from the company stated it was for an Apple device, not me, and when I copied the offer and explained no response until After I cancelledI was never offer month's free as the company claimedIt was only after I cancelled the company stated they fixed the issue and I had the correct accessAs a homeschooler using programs to enrich and delight my son/student is very important as well as the quality of the serviceWe never had a chance to use what we sign for because the access us not givingIf the customer service responded with respect, readed the issue the first time to resolve the problem and responded in a timely manner, this would not have gone to this levelI deserve a refund of the full due to the company not living up to there offered advertisement sent to my personal email, not requested by meI deserve the full refund of the because I tried twice in giving time for the company to respond and assist in resolving the issue and they chose to not care to read the problem, be disrespectful in their responses and respond only after a customer cancels.
I want the refundedI will never use nor offer their service.
***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I tried out this website after its claims to be so fantastic for my child - it was a lie None of the claims that they make are true and they cannot even give the Revdex.com their proof that it works They have not only made claims, but do not want people to cancel their memberships I attempted to cancel my membership back in February, but there was an error and the cancellation never got "recorded" so they kept my account current They charged me $on 5/**/ I emailed them that day and they responded with they could not refund my money, but assured that I was cancelled as of 5/**/since my email They told me to enjoy the next year of their website I did not want this year of service and wanted my account refunded and they responded with an offer for a bag of goodies from them Not only have they lied about what their service can do, but they have taken money from my account that I do not authorize I now have to go to my bank and spend more money to have them marked for fraud on my account and have Wells Fargo investigate their practice I also now have to spend money to get a lawyer to fight them over their fraudulent practices Their website is slow and literally has nothing on it that could assist my child with his learning development Half of the things on there were not available ever or "under construction" They say that no matter what they cannot give out refunds and that they never do anything without being authorized and yet I did not authorize them to take out this money on 5/**/ I have been with other programs like ABC mouse and they actually refund the money as long as you message them within the time it takes for the bank to process the money I do not want useless goodies for my child from a website that makes fraudulent claims about their services and then makes it so that cancelling their service is a nightmare from hell It is a shame and they should be shut down for good I do not at all recommend anyone to sign up because if you try to cancel, some error will happen that will not cancel your account All they want is your money for a service that does nothing I personally am going to review the laws to see if I can sue for their fraudulent claims about the abilities of their services

Revdex.com:In reference to complaint ID [redacted], the owed refund for over-billing was processed after I showed proof of their receipt of my cancellation request in May of 2015 via an email received from the company.This resolution is satisfactory to me and the matter has been...

resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The information stated was a total lie. First of my name, as on my account, is [redacted]. The email deal was to return/renew subscription with a new and improve program and 50% off for a year. The information view that it would suit my 5yr old. The company's  response overlooked every communication sent from me to resolve this issue such as: first logging and not getting what was stated in the advertised offer, customer service not responding in a timely matter and the first response from the company stated it was for an Apple device, not me, and when I copied the offer and explained no response until After I cancelled. I was never offer month's free as the company claimed. It was only after I cancelled the company stated they fixed the issue and I had the correct access. As a homeschooler using programs to enrich and delight my son/student is very important as well as the quality of the service. We never had a chance to use what we sign for because the access us not giving. If the customer service responded with respect, readed the issue the first time to resolve the problem and responded in a timely manner, this would not have gone to this level. I deserve a refund of the full 47.70 due to the company not living up to there offered advertisement sent to my personal email, not requested by me. I deserve the full refund of the 47.70 because I tried twice in giving time for the company to respond and assist in resolving the issue and they chose to not care to read the problem, be disrespectful in their responses and respond only after a customer cancels.  I want the 47.70 refunded. I will never use nor offer their service.  [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This company's customer service is a joke. I had a free trial which after two weeks using the service decided it was not right for me or my kids. I went on their website to cancel and completed the process to cancel my membership, but something must have went wrong in their system and I was charged for another month of service two weeks later. I went back to their site and canceled my service agian and contacted customer service to tell them what had happened and ask for my refund it has now been over a week of back and forth with no refund.

To Whom it May Concern,User [redacted] renewed her annual membership at a 50% discount on 2/**/16 and agreed to the terms and conditions which, as stated, included an immediate charge of $47.70 for a 12 month period. The company's Terms and Conditions, which she agreed to, includes a no...

refund policy for pre-paid intervals. This customer wrote to our support team to cancel on 3/*/16 stating that her child was reading at an older level and no longer needed the product. We reiterated our no refund policy, but did offer her 2 extra months free and pointed her towards higher-age appropriate content for her gifted reader. Rose's next complaint was that the subscription was for Apple products only; however, this is incorrect. We informed her by email on both 3/*/16 and 3/*/16 that the discounted deal that Rose accepted did indeed grant her full access to our Web product as well as our Apple products; therefore, her lack of an Apple product would not prevent her from accessing the program. We are very sorry to hear that Rose is frustrated and offered her 2 free extra months of the program to reduce her frustration.We work very hard to be consistent and clear in all our messaging. We also want to make sure that what we are able to give to Rose, we can give to all customers and hold true to our company terms and conditions. Again, we sincerely regret Rose's frustration. In the future, we are looking to partner with community organizations that serve at-risk children and possibly allow customer's who no longer need access to their subscription the ability to donate the remaining months! We will be sure to let Rose know if we are able to do this in the near term.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Not only was I refunded the full amount (although I only asked for a prorated amount), they even...

gave us another year's subscription totally free and called me personally to apologize and get my son's shirt size so they could send him a goodie bag of free stuff. This company is awesome and I have completely changed my view of them. A++++ customer service although I do believe this was a result primarily of filing this complaint. Still, these were amazing gestures of kindness and show that HomerLearning can/will go above and beyond to make customers happy.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Not only was I refunded the full amount (although I only asked...

for a prorated amount), they even gave us another year's subscription totally free and called me personally to apologize and get my son's shirt size so they could send him a goodie bag of free stuff. This company is awesome and I have completely changed my view of them. A++++ customer service although I do believe this was a result primarily of filing this complaint. Still, these were amazing gestures of kindness and show that HomerLearning can/will go above and beyond to make customers happy.
Sincerely,
[redacted]

To Whom it May Concern,
User [redacted] renewed her annual membership at a 50% discount on 2/**/16 and agreed to the terms and conditions which, as stated, included an immediate charge of $47.70 for a 12 month period. The company's Terms and Conditions, which she agreed to,...

includes a no refund policy for pre-paid intervals. This customer wrote to our support team to cancel on 3/*/16 stating that her child was reading at an older level and no longer needed the product. We reiterated our no refund policy, but did offer her 2 extra months free and pointed her towards higher-age appropriate content for her gifted reader. Rose's next complaint was that the subscription was for Apple products only; however, this is incorrect. We informed her by email on both 3/*/16 and 3/*/16 that the discounted deal that Rose accepted did indeed grant her full access to our Web product as well as our Apple products; therefore, her lack of an Apple product would not prevent her from accessing the program. We are very sorry to hear that Rose is frustrated and offered her 2 free extra months of the program to reduce her frustration.We work very hard to be consistent and clear in all our messaging. We also want to make sure that what we are able to give to Rose, we can give to all customers and hold true to our company terms and conditions. Again, we sincerely regret Rose's frustration. In the future, we are looking to partner with community organizations that serve at-risk children and possibly allow customer's who no longer need access to their subscription the ability to donate the remaining months! We will be sure to let Rose know if we are able to do this in the near term.

Hi,Thank you so much for reaching out to us![redacted] reached out to us on Thursday, December [redacted], 2016 regarding her annual subscription renewal, and said she had difficulty canceling her subscription to our learning program. She requested a full refund and cancellation. Although we technically...

have a no-refund policy (as stated in our Terms and Conditions that all customers have to read and agree to before being able to sign up), we always want the best experience possible for our members, and honor their requests.We wrote back to her on December [redacted], 2016, agreeing to help refund her, or if she'd preferred, a special discount on her recent renewal. She wrote back on December [redacted], 2016 requesting a refund. Due the high volume of emails, we were unfortunately unable to resolve her request until December [redacted], 2016, but we helped her process a full refund and cancellation as agreed, on Thursday, December [redacted], 2016.After refunding her, we also tried to investigate her cancellation issue further, in order to prevent further instances of frustration for our customers, and asked for more information regarding her internet browser, and device used, as well as any error messages she received, but the customer did not provide more information. As a token of our apologies for the delay in response, we also offered a special goodie bag, but the customer declined.We have never received any disputes over this charge from any financial institution, and we have not fought against any dispute claims from this customer, as that we have not received any dispute claims from the customer. We understand that our members may not always remember to cancel their subscriptions, and our standard practice is always to fully refund a customer, when requested.We do not currently have phone support, but we are always easily available through the prominently displayed "Help" link on our website, through the customer's iOS device in our learning app under "Write to Support", and through email at [redacted] .We helped fulfill the customer's request for a full refund and cancellation within a business week, and hope this resolution is to the customer's satisfaction.If there are any other questions or requests, or if the customer is still unhappy, please let me know, and we'll be glad to help. Warmly,Stephanie

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory due to receiving said refund. I am not pleased of how the owner during the phone conversation assumed that there was a 'confusion' on my part of the email advertisement/offer the company sent, the incorrect response to a issue that did not pertain to my account and the continued missed understanding on my part. The company resolved the issue to avoid more dealings with it going through the Revdex.com,as stated in the conversation, thus after many attempts to resolve the issue prior to the complaint being sent to the Revdex.com, I was ignored. I have requested to be removed from their email list/subscription. My experiences current and past with this company have been poor and I will never seek their services for my child/children in the future
Sincerely,
[redacted]

I spoke with [redacted] and we have provided both a full refund and a free one-year extension of her subscription. We were delayed by two days in our response and we regret that we caused her confusion and frustration.We highly value all our customers and families using Homer. We hope that this goodwill will make up for any inconvenience. Warmly[redacted]

I spoke with [redacted] and we have provided both a full refund and a free one-year extension of her subscription. We were delayed by two days in our response and we regret that we caused her confusion and frustration.
We highly value all our customers and families using Homer. We hope that this goodwill will make up for any inconvenience.
 
Warmly
[redacted]

Revdex.com:
In reference to complaint ID [redacted], the owed refund for over-billing was processed after I showed proof of their receipt of my cancellation request in May of 2015 via an email received from the company.
This resolution is...

satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Thank you kindly for reaching out to us!
We want...

the best experience possible for all our members and do our best to help them resolve their complaints. I am very sorry to hear you are frustrated.
Hope had first reached out to us on May [redacted], 2016 to request a refund for her annual subscription renewal which had occurred on 3/**/2016. 
She had signed up for her free trial and annual subscription of Homer, last year, on 3/*/2015, but she has never cancelled her membership associated with [redacted]. We also see that continued to our product, which is a learning program for young children. Our data system is able to know if people are still using the product and how frequently. We are happy to share the usage reports; but suffice it to say this account has been in use and active.
She was billed for her first annual subscription on 3/**/2015 when her free 30 day trial ended. She continued to use the product, and our records show that she last used our website/webapp on 6/*/2016. 
In addition, the child profile on this user's account has 53 pickles and multiple hats. Hats were issued to children who completed lessons in our learning product last year, while in our new updated version, children are issued pickles for completing lessons. These hats and pickles show that this learning program was actively used both last year, and this year. Since she never cancelled, her annual membership renewed on 3/**/2016, per the terms and conditions that she agreed to when she signed up.
When the user wrote in to request a refund, our support team reminded her of the terms and conditions on subscriptions and cancellations, and provided cancellation steps, as well as let her know about our new Summer Camp lessons in our program. The customer then wrote back on 5/**/2016, with "[redacted]"  Our third-party activity logs show that the user logged in to cancel her subscription on 5/**/2016, more than a month after her subscription had renewed. Our activity logs also show that the user has continued to use Homer, and has been using Homer on as late of a date as June [redacted], 2016. 
 
The customer's complaint is "[redacted]". [redacted]."
We absolutely would never charge a user without their knowledge, and on our sign-up funnel on [redacted]  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.
The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [redacted]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.
Although we were unable to find any cancellation logs prior to 5/**/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible.
 
 
We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.
If you have any other questions, please let us know, and we'll be glad address them.
Thank you kindly!
Warmly,
Stephanie
The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."
We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.
The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.
Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.
If you have any other questions, please let us know, and we'll be glad address them.
Thank you kindly!
Warmly,
The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."
We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.
The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.
Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.
If you have any other questions, please let us know, and we'll be glad address them.
Thank you kindly!
Warmly,
The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."
We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.
The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.
Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.
If you have any other questions, please let us know, and we'll be glad address them.
Thank you kindly!
Warmly,
The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."
We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.
The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.
Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.
If you have any other questions, please let us know, and we'll be glad address them.
Thank you kindly!
Warmly,

Thank you kindly for reaching out to us!We want the best experience possible for all our members and do our best to help them resolve their complaints. I am very sorry to hear you are frustrated.Hope had first reached out to us on May [redacted], 2016 to request a refund for her annual subscription...

renewal which had occurred on 3/**/2016. She had signed up for her free trial and annual subscription of Homer, last year, on 3/*/2015, but she has never cancelled her membership associated with [redacted]. We also see that continued to our product, which is a learning program for young children. Our data system is able to know if people are still using the product and how frequently. We are happy to share the usage reports; but suffice it to say this account has been in use and active.She was billed for her first annual subscription on 3/**/2015 when her free 30 day trial ended. She continued to use the product, and our records show that she last used our website/webapp on 6/*/2016. In addition, the child profile on this user's account has 53 pickles and multiple hats. Hats were issued to children who completed lessons in our learning product last year, while in our new updated version, children are issued pickles for completing lessons. These hats and pickles show that this learning program was actively used both last year, and this year. Since she never cancelled, her annual membership renewed on 3/**/2016, per the terms and conditions that she agreed to when she signed up.When the user wrote in to request a refund, our support team reminded her of the terms and conditions on subscriptions and cancellations, and provided cancellation steps, as well as let her know about our new Summer Camp lessons in our program. The customer then wrote back on 5/**/2016, with "[redacted]"  Our third-party activity logs show that the user logged in to cancel her subscription on 5/**/2016, more than a month after her subscription had renewed. Our activity logs also show that the user has continued to use Homer, and has been using Homer on as late of a date as June [redacted], 2016.  The customer's complaint is "[redacted]". [redacted]."We absolutely would never charge a user without their knowledge, and on our sign-up funnel on [redacted]  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [redacted]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.Although we were unable to find any cancellation logs prior to 5/**/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible.   We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.If you have any other questions, please let us know, and we'll be glad address them.Thank you kindly!Warmly,StephanieThe customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.If you have any other questions, please let us know, and we'll be glad address them.Thank you kindly!Warmly,The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.If you have any other questions, please let us know, and we'll be glad address them.Thank you kindly!Warmly,The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.If you have any other questions, please let us know, and we'll be glad address them.Thank you kindly!Warmly,The customer's complaint is "I was not aware that my account would renew annually. We have never used this service since putting out credit card in to "try for 30 days". The website does not clearly say that the card would be charged over $60 for annual fees that are "non-refundable". The website states "cancel anytime"."We absolutely would never charge a user without their knowledge, and on our sign-up funnel on https://learnwithhomer.com/select-plan/  - it's clearly stated that memberships are "Billed monthly following your 30 day free trial". Users are also required to read and agree to the Terms and Conditions before they are able to create an account, and again before they are allowed to sign-up for a membership and trial. Our activity logs also indicate that the customer was using the the product.The customer then wrote back on June [redacted], 2016, and said she cancelled after a 60 free trial, via phone call in July 2015. This information is inconsistent with our practices. We do all our customer support via email at [email protected]. We did not have any phone support in July 2015. Homer also only offers a 30-day free trial.Although we were unable to find any cancellation logs prior to 5/16/2016, it's clear to us that the customer would very much like a refund, and it's very important to our company that our families have the best experience possible. We've helped the customer process a full refund and cancellation, and have given her family an annual subscription as a gift. We hope the customer finds this resolution to be satisfactory.If you have any other questions, please let us know, and we'll be glad address them.Thank you kindly!Warmly,