SugarSync, Inc

Initial Business Response /* (1000, 5, 2015/08/26) */
Please contact us between 10am and 2pm PST Monday through Friday to cancel your account. Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The official...

response to the Revdex.com is unsatisfactory because the "contact us between 10am and 2pm" policy is the problem in the first place. There is no way to contact them. However, they emailed me and agreed to cancel the account and cease the recurring charges.

Records show that [redacted] had signed up for a SugarSync account online on April 24, [redacted], with annual subscription plan of $[redacted].
 
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically...

terminate at the end of any  service term nor would that invoices or renewal notices for services be sent. 
 
The SugarSync customer agreement (https://www.sugarsync.com/terms), which [redacted] accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Section “Subscription Period and Subscription Fees” that by creating a paid account the customer consents to allow SugarSync to charge the customer’s credit card, either directly or through its payment processors, for the amounts due for the customer’s initial subscription and for additional subscription periods until the customer’s account has been canceled; with all appropriate verbiage concerning renewal appearing clearly and conspicuously, in offset text; expressing that payments are non-refundable.
 
As is standard with many online subscriptions SugarSync customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  As a mandatory step in the sign up process, prospective customers are presented with the SugarSync customer agreement and must confirm that they have read and agreed by “checking” the “I have read and agree to the SugarSync Terms of Service” box before the account can be activated.  The SugarSync sign up process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services.  Ignorance of the customer agreement is not an excuse for the absence of the customer's responsibility or relief from their legal obligations.
 
Customer contact data shows no receipt of any contact or cancellation request from [redacted] prior to April 27, [redacted], when data shows that [redacted] had contacted SugarSync support, via telephone, requesting to cancel her account and in response [redacted] was provided, via e-mail, instructions on how to properly cancel services via online cancellation link which data shows that [redacted] had completed.
 
[redacted] SugarSync account had remained active and accrued charges accordingly as records do not indicate the receipt of any cancellation request (or contact) from her prior to her account’s renewal date on April 24, [redacted].
 
While we understand [redacted] position, onus of responsibility lies with the customer to be aware of the renewal dates for their account and to contact SugarSync support in a timely manner if they wish to discontinue services and avoid incurring charges for the next billing cycle. 
 
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, our billing records show that a fee dispute reversal totaling $[redacted], consisting of the last annual fee, was received from [redacted] credit card provider on May 9, [redacted], and as a courtesy, the company did not dispute the reversal and allowed the funds to be returned to [redacted] account.  The case reference ID for the reimbursement was[redacted].

Initial Business Response /* (1000, 5, 2015/08/26) */
Please follow the steps to cancel your account. We have added more chat agents to handle cancellations during this time.
Thanks.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
The matter has been resolved. I was able to cancel my...

account. However, this does in no way affect my complaint concerning the practices of SugarSync with regard to the procedure of cancelling.

The consumer’s matter has been reviewed and pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as a courtesy, the consumer has been provided two refunds of $[redacted], totaling $[redacted] and consisting of 2 months service...

fee, and the account closed as requested.  The transaction reference numbers for the reimbursements are 825612450602844851 and [redacted] and the reflection of the funds onto the consumer’s account is dependent on the credit card provider.  We may suggest that the consumer contact with the credit card provider in this regard.
 
While we understand the consumer’s position, please keep in mind that the SugarSync services, as provided by the company, for which the consumer had signed up for is merely to have the ability to back up their data as desired and includes no account or system monitoring by the company; neither the SugarSync sign up process, website or customer agreement make any inferences that the company would audit, oversee or otherwise monitor a consumer’s account activity or data to ensure that synching is occurring.
 
Onus of responsibility falls directly upon the consumer to regularly review their own account activity and desktop application to ensure that data is being synced as desired.  The mere appearance of the desktop application on a consumer’s workstation does not offer any guarantee or indication that data is syncing or being backed up. 
 
SugarSync provides notices of applications updates through the application itself; it would be reasonable to expect a consumer to regularly use or review the installed application and to receive update notifications in the course of their use of the application.
 
Moreover, the SugarSync customer agreement (https://www.sugarsync.com/en/terms ), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him, via paragraph “Service Limitations” of the customer agreement, that SugarSync uses reasonable efforts to make the service available 7 days a week 24 hours a day; however, SugarSync does not guarantee availability of the service, shall not have any liability to the consumer for any unavailability of the service, and is under no obligation to provide the consumer with maintenance, technical support or updates for the software or service unless provided in conjunction with the consumer plan, which would not be the case here; as no such service was included in conjunction with the consumer selected plan.
 
Furthermore, the SugarSync customer agreement made clear to the consumer, via paragraph “Subscription Period and Subscription Fees that fees are payable in advance and completely non-refundable and makes no provision for a rate reduction, waiver, or refund if the customer elects not to use the service during any given time.
 
Records for the consumer’s SugarSync account show that the last time that the consumer’s computer had accessed SugarSync  was on September 13, [redacted], and not September 29, [redacted], as asserted, and contact data shows that the consumer was informed of the same via e-mail communication with SugarSync support on July 6, [redacted].
 
We thank the consumer for his patience and understanding as well as for taking the time to report his experience, so that we can investigate these matters and take any necessary steps to improve the customer support experience and process. Tell us why here...

We apologize for the consumer’s, [redacted], less than satisfactory experience and any inconvenience that it may have caused.
 
KeepItSafe had acquired the SugarSync service, including the customers.  These accounts were then migrated to a new version of the SugarSync. ...

A review of this matter has found that due to anomaly the consumer’s former SugarSync account was revived.
 
Customer contact data shows that the consumer had contacted SugarSync support on March 28, 2016, reporting a billing discrepancy with regards to her former SugarSync account and data shows that the consumer was advised that due to an error the account had reactivated but that the error was corrected and the account closed intended.  The consumer was further advised that a refund of $44.91, consisting of 9 - $4.99 monthly service and all charges incurred after the account cancellation, was submitted to the company’s finance team for processing and contact data shows that the consumer was informed on April 5, 2016, that the refund of $44.91 was completed.
 
We again apologize for any inconvenience encountered and thank the consumer for her patience and understanding as well as for taking the time to report her experience, so that we can investigate these matters and seek improvement.

Initial Business Response /* (1000, 5, 2015/07/30) */
Customer chatted with our service that she was unable to get a hold of yesterday at 7/29/2015 and canceled her account.
Thanks
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from...

the business.)
After several more attempts on subsequent days following the submission of my complaint, I was able to connect with their "chat" cancellation service and my account with SugarSync is now closed. In their defense, I was not charged for subsequent months, nor did it take me longer than one week to cancel my account from start to finish. However, I remain concerned regarding any business practice involving automatically recurring charges wherein the only way to cancel those charges is to use a online chat function without phone, address or email methods to cancel the account. This business practice still seems very suspicious to me. Moreover, its just really, really poor customer service. Regardless, my complaint is now officially resolved.

Initial Business Response /* (1000, 5, 2015/07/20) */
This account has already been canceled, thanks.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears my Subscription to the service has been...

cancelled as I can no longer log in to the SugarSync site. As of today, there has been no refund of the $99.99 subscription fee. As of now Sugarsync has kept my $99.99
Final Business Response /* (4000, 9, 2015/07/22) */
That is correct, we have a no refund policy.
http://www.sugarsync.com/terms.html
Thanks.
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unethical. When I signed up, there was never any printed or electronic information stating that they have zero refund policy or that they have 'no policy' which allows them to do this.

Initial Business Response /* (1000, 8, 2015/09/16) */
We are taking the consumer's reported experience under advisement and will pass ** along to the appropriate departments for consideration to see that we take any necessary steps to improve the customer support experience.

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. Sincerely, [redacted]

After receiving this complaint, j2’s Office of the President investigated and reviewed the matter with the appropriate department and has concluded, based on the merits of the matter, that a refund of $[redacted], consisting of annual service fee incurred for 2016, would be provided. ...


 
However, during the refund process, it was found that billing records for the consumer’s SugarSync account showed that on [redacted], the SugarSync billing department had received a fee dispute reversal of $[redacted] from the credit card provider and instituted at the request of the credit card holder, for the SugarSync annual charge processed on [redacted]. 
 
While we wish the situation had been handled differently, j2 in response to the fee dispute reversal had allowed the funds to be returned to the affected credit card. 
 
We sincerely apologize for any misunderstanding and inconvenience that may have been caused, as well as greatly appreciate the consumer’s patience and understanding in this matter and thank her for taking the time to bring this matter to our attention, so that we can investigate and seek improvement.

Initial Business Response /* (1000, 5, 2015/06/15) */
Customer first contacted us via email on Jun XX XX:XX pm.
His account was already billed on Jun XX X:XXam.
Since his account was not canceled before his renewal date, his account was renewed.

Complaint: [redacted]I am rejecting this response because: I called [redacted] and they informed me that the disputed fee of $[redacted] has not been returned to my credit card account. I paid my most recent credit account statement, which included the disputed fee. I don't understand the last two paragraphs of SugarSync's response.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/02/01) */
Records show that the consumer, [redacted], signed up for a SugarSync Free account online on February 19, 2011, activity for the account shows that it was voluntarily upgraded online on December 18, 2013, to a SugarSync paid account with...

annual subscription plan of $74.99 for 60 gigabyte and a first year 75% discounted rate of $18.75. Account history shows that the available gigabyte usage for the account was upgraded to 250GB at no additional charge in February 2015.
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees", that fees are non-refundable; explaining that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated, with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps.
The consumer was further made aware, via Sections "Renewals and Cancellations" of the customer agreement, that accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period and that upon cancellation the consumer will not be able to use or access the service and will not be entitled to a refund of any fees paid.
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
Customer contact data shows no receipt of any cancellation request from the consumer prior to January 18, 2016, when data shows that the consumer had contacted SugarSync cancellation support, via online chat, requesting to cancel her account. Records show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows and data shows consumer following and completing cancellation procedures as provided.
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on December 18, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closed. The transaction reference ID number for the reimbursement is XXXXXXXXXXXXXXXXXX and the reflection of the funds onto the consumer's account is dependent on the credit card provider. We may suggest that the consumer contact their credit card provider in this regard.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/27) */
It is a 30 day free trial. Please read our Terms of Service which you agreed to that stated we offer no refunds, and you understand this, and agree to it.
As [redacted] said in the chat room, we will not be offering a refund.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because when I signed up it was with the intent of a 30 day free trial since I don't need the service. There after I kept getting emails that my account will cancel if accounting info was not updated. I was expecting for them to just cancel the account. I tried calling to cancel one time and their cancellation period is very vague and difficult to perform. I think this service is misleading. When I signed up for the SugarSync 30 day free trial no where did I see instruction for cancelling. It was after I had to waste hours of my day to cancel because SugarSync representative are not available at night to answer the phone. This is a work related service that I don't need. Please credit my credit card. Thank you

Initial Business Response /* (1000, 5, 2015/07/03) */
We have sent instructions on how to cancel your account. Please follow them. Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In order to cancel...

your account you will need to contact our Cancellation Department between the hours of 10am and 2pm PST Monday - Friday.
Please follow the steps below:
Log into the Support portal
Then contact our Account Cancellation Department.
I've tried numerous attempts to reach customer support via online, and NO ONE is EVER available.
I've made this as a known issue to the company and still they continue to send the same response, indicating my account is still active and I need to follow those directions.
That is unacceptable. I feel like no one is trying to resolve the problem. Clearly there is something wrong with their processes. I've made it clear via email that I NO LONGER WANT A SUBSCRIPTION with this company, and yet they continue to tell me I 'ave to follow instructions that are obviously not working for me, in order to cancel my account. Management at this company should be quick to resolve customer issues, but instead they want to try and justify reasons to attempt to take money out of my account. I've never encountered anything of this caliber before.
I JUST SIMPLY WANT THE ACCOUNT CANCELLED. If I'm telling them I'm having issues, why can't they just cancel it from there end and send me confirmation that is has been closed or shut down.
I feel those replies they continue to send me via email are automated. I would like to talk with a live agent without have to pay money to do so.
If customers satisfaction is something they pride themselves on as a company, this has not been proven in my experience with them.

Final Business Response /* (4000, 9, 2015/07/15) */
We have NO WAY of verifying a users identity unless contact is done via our live chat service. Once a user is in live chat, then we can proceed with cancellation because we can be certain the user is who they claim they are.
We take security very seriously and will never compromise to help out a user.
Final Consumer Response /* (4200, 13, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not questioning the security of validating the identification of customers, I'm advising the company that the protocol they have in place for my account is not working. I've never been able to reach a representative via online chat, everytime I've tried it says to try again later and this had been the response. As a customer, I've addressed the technicalities that I've been having in regards to cancelling my account and yet no one have tried to contact me to rectify the situation. This back and forth communication is not resolving the issue at hand. I've proven via screen shots my inability to reach an agent via live chat. I've followed the cancellation procedures and yet the company Continues to send the same response which is my complaint. What's the difference with validating the identity of a customer via phone vs online chat? I've been trying to cancel this subscription for weeks now, and no one at this company wants to resolve the issue at hand which is the fact that I'm never able to reach a live agent via chat. That is my complaint. What is the protocol for the company in cases such as this, when you clearly see that I'm having issues talking to someone online? This entire complaint can be resolved with a simple phone call, and going through the steps of cancelling the subscription. I don't feel like I should have to pay more money just to speak with a live person if I'm advising the company there's issues in the process for what I've signed up for. So to the original response, I want the subscription cancelled,can someone call me to do so since I'm never able to talk to an agent via online chat. That has been my initial request.

Initial Business Response /* (1000, 5, 2016/01/19) */
Records show that the consumer, [redacted], signed up for a SugarSync Free account online on May 28, 2012, and activity for the account shows that it was voluntarily upgraded on December 14, 2013, to a SugarSync paid account per the...

consumer's request, with annual subscription rate plan.
Customer contact data shows that the consumer had contacted SugarSync support, via e-mail, on July 13, 2015, reporting technical difficulties with the SugarSync account. Data shows that the last communication in reference to this matter occurred on July 21, 2015, when SugarSync support had inquired with the consumer if the prior suggestion of uninstalling and reinstalling had worked and requested that the consumer provide additional information for further investigation. Data shows that no further communication was received from the consumer in this regard; it would be reasonable to expect a consumer to provide additional follow up if difficulties were still occurring rather than to not respond and allow services to continue.
Customer contact data shows that the next record of contact occurred on December 21, 2015, when data shows that the consumer had contacted SugarSync support, via e-mail, requesting to cancel her account and seeking a refund of recent annual subscription fee occurred; however, due to anomaly, a response, which would have provided the consumer instructions on how to properly cancel services via online chat, was not sent. We apologize for any inconvenience this may have caused.
Contact data shows that the next record of contact occurred on December 29, 2015, when data shows that the consumer had contacted SugarSync cancellation support, via online chat, requesting to cancel her account. Records show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows that the consumer had followed and completed proper cancellation procedures as provided.
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on December 14, 2015.
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle.
The SugarSync customer agreement ([redacted]), which the consumer accepted as a condition of activation of her SugarSync services, made clear to him when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that the account must be canceled before the end of the trial period in order to avoid incurring subscription fees after the trial period and that by creating a paid account, the consumer agrees that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled).
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any service term nor would that invoices for services be sent.
Moreover, the SugarSync customer agreement makes no provision for a rate reduction or waiver in the event of any service disruptions or technical difficulty. Therefore, any refund or credit consideration provided in these circumstances is done so as a courtesy.
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closed. The transaction reference ID number for the reimbursement is [redacted] and the reflection of the funds onto the consumer's account is dependent on the credit card provider. We may suggest contacting your credit card provider in this regard.

Initial Business Response /* (1000, 5, 2015/07/30) */
Customer did not follow our simple cancellation process upon initially contacting us. We explained the steps required to cancel his account, login to his account, enter his password [redacted] press the big red button.
The account is now in a canceled...

state and will cancel on his next renewal date.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to make it clear that I am VERY computer literate, working in numerous programs, online and offline, all day long. I have built websites myself. I own several ipads, smartphones, and am experienced in both hardware and software. I handle all network issues, both soft and hard, train new employees in using software and online services, and I even have wifi doorbells, garage door openers, and numerous wifi cameras that require a fairly high level of knowledge to program, so this is not a case of not knowing how to click a link or navigate a website.
I did make NUMEROUS attempts to cancel the account by following the steps outlined above, but they require you to go through SEVERAL steps, which require them to send you emails with links, but those links often took you right back to the page where you request the email for canceling. There is no place on the profile/account page to cancel, nor can you remove your billing info. You have to click to another page, which then allows you to request an email which is supposed to contain a link for you to cancel, but as stated above, I had to request several times because I kept receiving emails with links, but those links took me right back to the page where you request the "email link to cancel."
I finally did get a good link that took me to the page in question, which did NOT have a red button to click, however, at the top of the page it displayed text saying, "This account is canceled as of" that day, so I thought it was canceled. Just to be sure, a few days later I logged back in to find that the account was still active, so after exhaustive searching for a customer service number (the only phone number found ANYWHERE on their site is for sales only) I was able to get a sympathetic clerk who, after hearing of the difficulties I was experiencing, agreed to cancel my account and assured me my card had not nor would be charged.
During this entire process, I even tried to delete my credit card number from SugarSync so that it couldn't charge my card, but this is impossible to do unless you provide an alternative working credit card number in place of the one you want to remove.
Only after I complained exhaustively did they send me another link to cancel, which, once again, took me to a page without a red button that indicated the account was canceled, except this time it stated the account was canceled as of NEXT July. I even had another office person examine the page to confirm there was no red button to click.
The customer service rep denied that there were any notes on the account from my previous phone call, and she said that the service reps cannot cancel accounts over the phone, even though the rep I had talked to previously, hearing the difficulties I was having, agreed to cancel it.
I believe this system is specifically designed to keep you from canceling or switching to a month by month basis, which means they charged me for an entire year, even after numerous attempts to cancel.
Final Business Response /* (4000, 10, 2015/08/03) */
We chat with hundreds of people during the time frame of people who are able to get through. Sorry you have not had good luck, please try again soon. Thanks.
Final Consumer Response /* (4200, 15, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has offered NO resolution, they mis-represent the situation by claiming it is a simple process to cancel, when in actuality, they have only a four hour window within 24 hrs in which you can reach chat, which means you pretty much never are able to talk to someone, you constantly get messages saying no one is available, try back later. You cannot remove your billing information from your account without providing new billing information. As per their own statement, you cannot call customer service to cancel, AND, the cancelation page link they provided did not work and did not display the "cancel" button, even though it had a banner indicating the account was canceled. I was told by a rep that my account was canceled and I had not been charged, and then when I discovered I had indeed been charged, I was told by another rep that reps are not allowed to cancel accounts, only sell new ones. This is, in every way, unacceptable practice by any legitimate business. There is a twitter feed called "[redacted]" full of similar complaints. Also, since they offer both monthly and yearly service, they wouldn't even settle for a one month penalty, insisted on a full year charge stating that you can't switch from yearly to monthly. Crazy policies and clearly dishonest and predatory.

Records show that [redacted] had had signed up for a SugarSync account online on June 9, [redacted].
 
Customer contact data shows that [redacted] had contacted SugarSync support on June 9, [redacted], requesting to cancel her account; the account was closed as requested, billing ceased and e-mail...

confirmation, containing the cancellation [redacted], was sent from SugarSync support to [redacted] on June 9, [redacted].
 
No charges have been incurred.

Initial Business Response /* (1000, 5, 2015/08/17) */
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO ALLOW SUGARSYNC TO CHARGE YOUR...

CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED.
This is why the account stays open until the next renewal cycle and then will be canceled.
http://www.sugarsync.com/terms.html
Thanks.

Initial Business Response /* (1000, 5, 2015/06/30) */
already helped this customer.