NeighborhoodScout.com

On[redacted] I joined and cancelled on the same day Neighborhood scout, I received the cancellation email from them, but on[redacted] they took $119.00 from my checking account. when I requested my money back they only give me back $102.00 My complaint is they took money when I was not using their serviceDesired SettlementI want the balance of what they tookBusiness Response To whom it may concern,The complainant signed up for a subscription with our website on [redacted]. This payment was submitted and processed the second the "submit" button was clicked. It is generally impossible for an online transaction to immediately become available on a purchaser's statement due to the nature of how the business is conducted. As a result, this transaction did not clear on the complainant's statement until[redacted]. He alleges that we submitted the payment and took his money after the cancellation, which is simply untrue.He contacted our company to request a refund after cancelling the renewal feature on his subscription and expecting that cancellation to retroactively void his purchase. Unfortunately, this is not how online business works, no matter how quickly you cancel your subscription after you sign-up, it will not void any previous transactions. We were not contacted until [redacted] when the payment had already been processed and cleared. As with any e-commerce company we are required to have a payment processing company and gateway in order to receive online payments. This service comes with various charges, one of which taken as a percentage of every transaction processed. The instant the payment was submitted, we became liable for the processing charges. When the payment cleared, these charges were automatically deducted from the balance we would receive. In order to process a refund we must resubmit a payment process in reverse, and thus are incurring more processing fees. We do not feel it is good business judgment to grant subscribers a full refund, as that would in essence mean we were paying the bank to give back the subscriber's money. This offends the notion of equity and fairness, and provides unjust enrichment to the customer. We are in no way profiting from this transaction, and took the processing fees out simply so that we would not be losing money for the complainant's error and misunderstanding of online transactions. The three-day delay the complainant is alleging is a scheme to steal his money is in fact an issue he needs to take up with his credit card company and bank. The payment was processed immediately through our servers and with our payment gateway and any delay that results is between the customer's bank and credit card company. If we were in fact a company looking to steal from customers then we would not have returned 90% of his investment upon his request.We ask that you please close this case as solved, and acknowledge this response as our cooperation in the matter. The complainant was refunded for the amount of $102.91 from the initial payment amount of $119.00. The processing fees deducted totaled just over 13%, and that is not unconscionable in the ecommerce industry for processing fees.

Unauthorized recurrent billing beyond subscription period requested. Contacted Customer Service. Cancelled subscription. Said too bad about billing.See "Complaint Summary"Desired SettlementRefund any and all billing during months of March, April, May, June, July and August.Business Response Hello, and thank you for contacting us. We are sorry to hear that our customer was unhappy with our billing terms. We would like to share our interaction with him in hopes that he, or others, will understand why we were unable to approve to his request. Mr. [redacted] purchased a Quarterly Plan with NeighborhoodScout on October 12, 2014 to research neighborhoods in [redacted] During the extent of his subscription he accessed over ninety unique neighborhood profiles. He recently contacted our customer service department to request a refund eleven days after his subscription renewed for another quarterly term. The customer expressed in an email to our customer service department that he did not expect to be billed for the period of time he did not access his subscription and requested a refund for the time that he did not use the site. The signup process on NeighborhoodScout is very transparent. It informs potential customers upfront that all of our subscriptions are recurring. We created an enrollment process that is clear and intentionally time-consuming to ensure that all subscribers are aware of the details of their purchase before it is finalized. We inform prospective subscribers in seven separate places that all of our subscription plans are renewing; five times during the enrollment, and twice post-enrollment.Customers can turn off the renewal at any time (even the very minute after they enroll) by cancelling their plan prior to the next renewal date, and still have full access to our neighborhood data through the end of their active term. The cancellation process is quick and easy, and customer service representatives are readily available to help a customer cancel. Mr. [redacted] did not cancel his account before his subscription renewed, and he did not contact a customer service representative for assistance with cancelling his subscription. Once a customer's account is renewed, they are provided full access to our neighborhood analytics and our policy does not allow refunds or pro-rated refunds on unused days of a subscription term. We are sorry that he is frustrated with this policy. Long-term experience has proved that our subscriber's prefer renewing subscriptions. Many of our subscribers are searching for homes in an area they are unfamiliar with, and our subscribers often begin hunting for neighborhoods early in their home-buying process. We also update our data several times throughout the year, giving subscribers an opportunity to follow changing trends. Recurring plans allow users to access these analytics without interruption, for as long as they desire, without requiring them to re-enter their credit card information.Because Mr. [redacted] did not cancel his account before it renewed for another term, and because he did not contact us in a reasonable time period to request a refund, we are unable to grant him a refund for the unused portion of his subscription. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response provided by Neighborhood Scout attempting to justify their inability/unwillingness to refund monies billed for unwanted recurrent service is not acceptable. Their Terms of Service, which are subject to change, are anything but transparent; otherwise, I would not be requesting a refund for having been billed for a service that was not used. I asked Neighborhood Scout to confirm when I last accessed their database and refund any monies billed after that date...sounds reasonable. Simple request; simply ignored by Neighborhood Scout. Won't be dealing with or recommending this service to anyone. Very poor business practice. If they can't be trusted to do what is right, why would anyone trust anything they have to offer. I wont make this mistake again. Simply won't use their service. btw, I am pretty certain I did either elect not to renew or informed the representative of my wish not to be enrolled in recurrent billing. Greedy, greedy, greedy. Really, their website should have a image of Sméagol from Lord of the Rings as their mascot. Final Business Response Mr. [redacted] was not ignored by NeighborhoodScout representatives. Upon receiving his last email, a customer service representative chose not respond because he swore at her in his email. It is our policy not to respond to verbally abusive emails. Mr. [redacted] was told several times that his fees did not warrant a refund. Mr. [redacted] was a long-term subscriber to NeighborhoodScout. He was an active member from October 12, 2014 to July 23, 2015. Following his initial transaction on October 12, 2014 his account renewed three separate times. He accessed nearly one hundred neighborhood profile pages and signed into his account on twenty-five separate occasions. In addition, he actively used his account throughout multiple subscription periods, which demonstrates he was aware that he had purchased a recurring subscription. The customer's above response also validates that he was aware that his account was recurring, as he thinks he had asked a customer representative to not allow his account to renew when he first signed up (which is not the case).Unfortunately, the customer thought that he was purchasing 'single-use' access to our website, but NeighborhoodScout does not offer single-use access at this time nor make any claim to offer anything other than a recurring, subscription-based service. We also do not "lock" our customers into their subscriptions; they have the ability to cancel at any time to avoid the renewal. We are sorry that the customer is upset that his subscription renewed, but all of our subscriptions renew and it is the customer's responsibility to manage their own account. We do not have a crystal ball that could have guessed when Mr. [redacted] had finished his research, nor an automated trigger that could have cancelled his plan after finding that he had retrieved his fill of neighborhood anayltics. We wish him all the best and are pleased that he was able to find a house through the use of our site.

Business is refusing to refund monthly fee that was charged after the subscription was cancelled.On [redacted] 2014, I acquired a membership on the Neighborhood Scout website. I only needed access for a single month, but the business forces customers to sign up for subscriptions that automatically renew on a regular basis. This is an unethical business practice that takes advantage of customers and is the main reason for the problem I now have. On [redacted] it came to my attention that I had never cancelled the subscription. I accepted responsibility for this oversight and proceeded to cancel the subscription that morning in order to avoid further inappropriate charges. However, on the same afternoon, the charge for the next month of membership appeared on my bank statement. I contacted customer service with the expectation that any reasonable business would be willing to reverse the charge since I had cancelled on the same day as the scheduled renewal. However, they responded that, because the renewal had already taken effect, they were "obligated" to provide me with the service for another month and would therefore be unable to refund me for the additional month "regardless of actual use". The company is combining its unreasonable subscription requirements with an "all-or-nothing" stance that is designed to take advantage of customer. They are clearly indifferent to the reality of the situation and are using technicalities to avoid providing a refund. Regardless of what company policy says, this is a situation where any business that values service should be fair-minded enough to cooperate with the customer's request.Desired SettlementI have not used the membership for 3 of the 4 months that they charged me. All I am asking is for a refund of the [redacted] one-month membership fee that was charged to me after cancelling the subscription. I feel this request is more than reasonable, especially for a business with an A+ rating by the Revdex.com.Business Response To whom it may concern,The complainant signed up for a month-to-month subscription with our website on [redacted] All of NeighborhoodScout's subscriptions are recurring, but any subscriber may cancel at any time (even the very minute after they enroll), and still have full access to our neighborhood data through the end of their active term. Our enrollment process is clear and intentionally time-consuming to ensure that all subscribers are aware of the details of their purchase before it is finalized. We inform all prospective subscribers in seven separate places that these are recurring subscriptions; five times during the enrollment, and twice post-enrollment:First there is a "Billing Details" link on the subscription selection page directly below the continue button. Here it states clearly in the first sentence that "Continuous, recurring service and billing apply to all NeighborhoodScout subscriptions." The entirety of the details is only one paragraph long, with this sentence separated from the rest of the paragraph which further clarifies what a recurring subscription is.Second, there is a line under the subscription selection bubbles which states "You may cancel at any time and your plan will not renew." This line is placed directly above the continue button so that it can be clearly seen. Third, there is a simple one-line at the top of the next page after the consumer selects a subscription plan; it states, "*You may cancel at any time and your plan will not renew after the current term." This section also shows the consumer the cost today as well as the ongoing cost per month.Fourth, there is a brief, 3-sentence statement on the subscription payment page that states, "When you click "submit," your credit card will be charged immediately. Unless you resign, your subscription will be renewed automatically after your initial term. You can resign at anytime and your subscription will not renew." This statement is not hidden, nor in "fine print" as the customer implies, but located directly below the credit card entry section and right above the "Subscriber Agreement" box that all subscribers must check-off in order to continue. The statement is also written in a clear, size-12 [redacted] font. Fifth, all customers are required to check-off on our "Subscriber Agreement" link, which is located directly below the previously mentioned statement, and directly above the "Submit" button. The first section under that link is a large, bold, orange title called "Billing." The first sentence under that section states "The Subscription and the Subscriber's associated payment obligations are recurring."Sixth, once a customer submits their enrollment they are taken to a Confirmation page which reinstates our recurring billing terms. On this page it states "Note: Your subscription will automatically renew at the end of your term. If you do not wish for your subscription to renew, please go to your Member page and cancel the subscription now."Seventh and finally, every subscriber is sent an automatic "Welcome" email once they enroll to NeighborhoodScout.com. The customer received this email on [redacted] at [redacted] PM (EST). This email also reminds customers of the continuous service rates and again provides them cancellation instructions: "At the end of your initial term, your subscription will be renewed automatically. You can cancel at any time and your subscription will not renew. To cancel, sign in and click on 'My Account' at the top of the page. Follow the link to cancel from there."NeighborhoodScout understands that many customers do not read Subscriber Agreements, or pop-ups about Billing Details, which is why we have made especial effort to inform all customers of our continuous service subscriptions on five separate places throughout our enrollment process. None of the notices are in "fine print" or hidden, but in clear view and in standard, readable size 12 & 14 fonts.It is generally impossible for an online transaction to immediately become available on a purchaser's statement due to the nature of how the business is conducted. As a result, the transaction in question did not clear on the complainant's statement until later in the afternoon, after he had followed the instructions to cancel subsequent renewals. He alleges that we submitted the payment and took his money after the cancellation, which is simply untrue.Mr. [redacted] contacted our company to request a refund after cancelling the renewal feature on his subscription and expecting that cancellation to retroactively void his renewal which took place that morning. Unfortunately, this is not how online business works, no matter how quickly you cancel your subscription after you are charged, it will not void any previous transactions. We were contacted on the afternoon of [redacted] when the payment had already been processed and cleared. As with any e-commerce company we are required to have a payment processing company and gateway in order to receive online payments. This service comes with various charges, one of which taken as a percentage of every transaction processed. The instant the payment was submitted, we became liable for the processing charges. When the payment cleared, these charges were automatically deducted from the balance we would receive. In order to process a refund we must re-submit a payment process in reverse, and thus are incurring more processing fees. We do not feel it is good business judgment to grant subscribers a full refund, as that would in essence mean we were paying the bank to give back the subscriber's money. This offends the notion of equity and fairness, and provides unjust enrichment to the customer. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The business refusal to make an exception for this slight one-time deviation of their policies is selfish and unacceptable. Any reasonable business would have simply processed the refund instead of wasting all of the time necessary to ridicule the customer with this explanation. Customers should never be forced to subscribe to a service and then cancel when an option can simply be made to offer a one-month nonrecurring subscription as an alternative. Neighborhood Scout is clearly not a business that values its customers, and this should be reflected in their Revdex.com status.

I did not receive what I was led to believe by the product advertising.I purchased a one-month membership from NeighborhoodScout.com on Thursday, June 28, 2014. The site promises you: "Get crime, school, and real estate reports for any address." I tried to get information for a specific street in Summit Township, Pa. Instead, the search engine reported "Summit Township, Butler County, Pa was not found. Showing for East Butler, Pa." The subsequent report was for East Butler, and was characterized on the map as a very large geographic area. This is incorrect, however, as East Butler is a very small town, and not the large area the site describes. The summary and accompanying information for "East Butler" is not characteristic of the outlaying township, which I was looking for. It is a distinctly different area, with their own unique identifiable traits, specific to that area, not the township. Showing an area as a "catch all" is not accurate and misrepresentative of the region.After making the 39.99 purchase with my Discover card, I tried to look up a few areas that I was familiar with, to make sure I was engaging the site correctly, before attempting to contact the company. One of the areas I looked up was the city of New Kensington, Pa. The maps that came up for New Kensington, Pa were also incorrect. They were actually showing land and neighborhoods characterized as New Kensington in neighboring towns and cities, which are most definitely not New Kensington (different cities/towns and school districts). So, if one was moving into the area and searched for this (New Kensington), they would receive information and a map/data that was not correct. At this point (within approximately an hour of my purchase of the one-month membership), I contacted customer service and asked to have my membership cancelled and refunded, due to a brief synopsis of what occurred. Throughout the course of the previous four days, I have been speaking to a representative named "Ryan" via email. I have requested to have my purchase price refunded, as well as speak to a manager about my experience; neither have occurred, despite multiple attempts.Desired SettlementI did not receive what I was led to believe from the advertising on the website. In addition, the information that I did receive was inaccurate and misleading, as mentioned above. I want my payment refunded.Business Response This complaint stems from a simple misunderstanding of our maps based on the consumer's previous misinformation about these specific locations in Pennsylvania. His first complaint is that the search engine could not find "Summit Township, Butler County, PA" and instead directed him to a colored area labelled as "East Butler, PA." After a very quick inquiry it can be seen that the shaded area being shown as "East Butler" fits the outline of the Summit Township in Butler County, of which contains a borough named East Butler. In this case, Since East Butler is an incorporated place it takes precedent over Summit Township which is only a "minor civil division", even if it has more population. We do not have the spacial solution to differentiate between East Butler and Summit Township because they both fall within the same census tract.The second complaint is that the map on our site illustrated the area of "East Butler, PA" as an area larger than in he believed it should be. NeighborhoodScout uses the official government designation for neighborhoods-the census tract. Since census tracts are subdivisions of a county, we did a spatial overlay of the census tracts onto city and town boundaries using a geographic information system to properly assign each census tract to its appropriate city or town. Then we named each census tract to the local colloquially recognized neighborhood name for that spot (e.g., Boston, MA (Dorchester)). If there was not a name available, we named the census tract by the largest street intersection in the census tract (e.g., Worcester, MA (Lincoln St/Plantation St). When we are providing subscribers with crime rates or other information about a specific town or city, we are only providing the information that falls within the town lines; the shapes are mostly for illustrative purposes. All of this information, and more, is readily accessible throughout our website. It was also sent to the consumer in an email following his initial inquiry. Next was New Kensington, PA. The answer here is very much related to the previous two examples. There are two additional census tracts that are just east of the city proper, and are actually affiliated with the town of New Kensington, even if they would not be conventionally considered so. However, we do only include the data from the census tracts within the city proper for presentation to subscribers, and the additional shaded census tracts are illustrated to show all affiliated areas as well. In affiliated areas, they may use the same mailing addresses as the city proper, or it may be governed and controlled by the city's laws and regulations even when they are geographically detached. These areas are not included in our analysis of the city proper.In addition, all of the data presented for each of these towns/neighborhoods is accurate and truthful. In this case the consumer was simply more focused on receiving a refund after accessing all of the information he desired. He was provided with several emails to thoroughly illustrate our process of data collection, analysis, and the spacial overlay of the colored polygons on the maps. Consumer was informed that he could not be entitled to a free refund after utilizing the services to the extent that he did. The consumer did, in fact, receive everything he was allegedly promised when he first accessed the site and read the slogan printed in the search bar. All of the data was available and accessible to him, whether the name of the census tract was different from the actual township is not enough to say we breached our duty to him. The consumer emailed us and was provided with a thorough description and analysis, more so than what is provided in this response. It is unfortunate that he disagrees with our naming system or illustrations of the census tracts on the map pages; but that is not sufficient enough to disqualify the purchase or sale. Thank you.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Their response is laughable. What this all comes down to is a "promise" of a service (i.e. "scouting" a "neighborhood"), and the consumer not receiving perceived value on that promise. All of the above-mentioned complaints are valid, as they are completely relevant to moving to a new area and wanting to know specific details about it. If this cannot be provided accurately by the company, who deploys governmental zones (or whatever was used as an excuse), and misleads the consumer into thinking an area is something it is not, then a simple refund would be warranted (as most/all companies would gladly provide). Example given of the aforementioned: Someone wants to move to Town A, "scouts it," and is shown a map, which is incorrect in it's classification, and actually depicts it's overlay as being part of a neighboring school district. How is this accurate? If someone is being shown data from a neighboring town/school district, when searching for "Town A." So they think that they are in school district XY, but are in reality, in YZ. It is little (big?) things like these as to why I requested a refund."All of the data presented for each of these towns/neighborhoods is accurate and truthful." This is incorrect. It seems that with this company, there is an inability to admit when one is wrong. This looks like an excellent experience to share with everyone I encounter, as to exactly what happened here, as I would not want someone else to make the same "mistake" I did.

My complaint is centered around the fact that I was billed on my credit card (7) times @ 119.94 for a "service" I never ordered or used. I have lived in CA for the past 13 years, I am72 years of age and have no need for this online product. I was billed twice a year since 2011;in [redacted] and [redacted]. It was processed as an automatic renewal. I contacted the companyand they agreed to merely stop effective [redacted] 2014. I requested a refund of 119.94 x 7which equals $839.58 and was denied the refund. I have no contract, receipt or renewalthat would have alerted me to the charge. I have poor eyesight and missed the item on myVisa bill. I have copies of the bills.Product_Or_Service: Neighborhood Scout on-lineOrder_Number: noneAccount_Number: noneDesired Settlement I am requesting a refund of 119.94 x 7 which is 839.58. Business Response On [redacted] 2011, the customer purchased a biannually recurring subscription to our data service website, www.neighborhoodscout.com. The customer suggests that she did not know that this was a subscription, and believes that she should be refunded for the subscription fee that she was charged.All of NeighborhoodScout's subscriptions are recurring, but any subscriber may cancel at any time (even the very minute after they enroll), and still have full access to our neighborhood data through the end of their active term.Our enrollment process is clear and intentionally time-consuming to ensure that all subscribers are aware of the details of their purchase before it is finalized. We inform all prospective subscribers in seven separate places that these are recurring subscriptions; five times during the enrollment, and twice post-enrollment:First there is a "Billing Details" link on the subscription selection page directly below the continue button. Here it states clearly in the first sentence that "Continuous, recurring service and billing apply to all NeighborhoodScout subscriptions." The entirety of the details is only one paragraph long, with this sentence separated from the rest of the paragraph which further clarifies what a recurring subscription is.Second, there is a line under the subscription selection bubbles which states "You may cancel at any time and your plan will not renew." This line is placed directly above the continue button so that it can be clearly seen.Third, there is a simple one-line at the top of the next page after the consumer selects a subscription plan; it states, "*You may cancel at any time and your plan will not renew after the current term." This section also shows the consumer the cost today as well as the ongoing cost per month.Fourth, there is a brief, 3-sentence statement on the subscription payment page that states, "When you click "submit," your credit card will be charged immediately. Unless you resign, your subscription will be renewed automatically after your initial term. You can resign at anytime and your subscription will not renew." This statement is not hidden, nor in "fine print" as the customer implies, but located directly below the credit card entry section and right above the "Subscriber Agreement" box that all subscribers must check-off in order to continue. The statement is also written in a clear, size-12 Corbel font.Fifth, all customers are required to check-off on our "Subscriber Agreement" link, which is located directly below the previously mentioned statement, and directly above the "Submit" button. The first section under that link is a large, bold, orange title called "Billing." The first sentence under that section states "The Subscription and the Subscriber's associated payment obligations are recurring."Sixth, once a customer submits their enrollment they are taken to a Confirmation page which reinstates our recurring billing terms. On this page it states "Note: Your subscription will automatically renew at the end of your term. If you do not wish for your subscription to renew, please go to your Member page and cancel the subscription now."Seventh and finally, every subscriber is sent an automatic "Welcome" email once they enroll to NeighborhoodScout.com. The customer received this email on 4/6/2011 at 3:50 PM (EST). This email also reminds customers of the continuous service rates and again provides them cancellation instructions: "At the end of your initial term, your subscription will be renewed automatically. You can cancel at any time and your subscription will not renew. To cancel, sign in and click on 'My Account' at the top of the page. Follow the link to cancel from there."NeighborhoodScout understands that many customers do not read Subscriber Agreements, or pop-ups about Billing Details, which is why we have made especial effort to inform all customers of our continuous service subscriptions on five separate places throughout our enrollment process. None of the notices are in "fine print" or hidden, but in clear view and in standard, readable size 12 & 14 fonts.On 07/03/2014 we had received a chargeback notification from Visa, before any interaction with the consumer, for the most recent renewal charge in the amount of $119.94. As we had no previous communication with the cardholder, the chargeback was contested where proper documentation was provided to Visa, sufficient enough to satisfy their inquiry.When a customer submits a chargeback, s/he loses all rights to a refund. This is not a policy of our company per se; credit card companies actually advise merchants not to refund customers after receiving a dispute, at the risk of refunding twice. If a refund is provided to a customer after they submit a dispute, we would essentially be paying the customer (in this case, $119.94) on top of the $119.94 that was charged-back ($239.88). In the customer's first email to our company on Saturday, [redacted] she stated that she had not signed up for a recurring subscription, and "Please refund all charges on my visa or I will do a complaint to the FBI and FTC." We received a second email request from the consumer on Monday, [redacted] which stated "Failure to confirm my complete credit by [redacted] 1 will activate an extensive investigative process utilizing all legal remedies available to me starting with the [redacted] of [redacted] Please be advised that I am prepared to make sure that other people do not experience the "interstate wire fraud" that I have experienced through your company. However, if you are reputable as you would like us to believe, a credit will be forthcoming without question." In our response to her on Monday, [redacted] we explained that all of our subscriptions renew, unless canceled, and that we do not monitor every one of our subscriber's consumption rates. Simply put, "we are obligated to continue to honor the remaining subscription and provide service regardless of actual use."Our company maintains a no-refund policy (including no pro-rated refunds) when subscribers fail to cancel their accounts, because of the many times in which we inform them of our recurring service details. Consumers do not understand that refunds cost time and money to manage; there are staffing costs and there are processing costs from both the credit card company and the payment processing company. Although we offer a very valuable product for a much discounted consumer fee, we aim to provide prompt, helpful and friendly customer service at all times. However, if we were to provide a refund to every customer who forgot to cancel their subscription, our costs would increase and we would no longer be able to offer our product to individual consumers at such low rates; nor would we be able to provide satisfactory customer service. In any other circumstance, our staff would have been happy to provide a pro-rated or partial refund to the customer for the current term (though it is against our policy). We want to be helpful, and we do understand that it is easy to forget to cancel a subscription, especially 6 or more months after the initial purchase. However, this customer submitted a dispute to her credit card company before even contacting our company for a refund or cancellation. At this point, all subscription fees paid are considered null (credit card disputes come with their own hefty processing fees), and our company can no longer have business with this customer. In our long-time experience, our subscribers prefer to have continuous service to our website. Most of our subscribers are house-hunters, and their search for the ideal neighborhood often times takes months or more to accomplish. Our subscribers prefer not to have to renew their subscription with a credit card each month, but to know that our data is available to them at every spare moment that they can afford to do research. Those subscribers who opt not to be renewed simply follow the cancellation steps provided to them on the Member page or in their original "Welcome" email. Cancelling is easy and takes less than 30-seconds to complete. You log in to your Member page, click on the cancellation link, re-enter your username, and click submit. This is what our subscribers do when they do not wish to be renewed for subsequent terms. In any case, our customer service staff considers refund requests seriously, and in many circumstances are willing to oblige in at least a partial refund, less our processing fees. This depends on several factors, such as usage, prohibited commercial use, whether the charge was contested, time elapsed since renewal, etc. No personally qualifying information such as occupation, income, extent of education, military history, or social responsibility is considered when determining a refund request. Simply stated, because the customer submitted a credit card dispute we could not oblige her i