I was going to upload the entire email thread with Mathnasium, but here's the quick rundown along with the final few emails: All this over a form.........
(((((Brief outline of what happened))))
At our last appointment before summer, I told them we would not be attending over the summer and asked them to put the account on hold so we wouldn't be charged. I was told that was fine, so I left believing everything had been taken care of.
They then proceeded to bill me for the entire summer--approximately $750.
Once I noticed the charges, I contacted them and asked why I was still being billed. Their response was essentially, "You never completed the required form to place the account on hold."
The problem is, I absolutely would have completed the form if they had told me one was required. When I specifically told them we wouldn't be there all summer and asked to stop the billing, nobody said, "We need you to sign this form first." Instead, I was told it was taken care of and left believing the account had been placed on hold.
That is the entire issue: I made the request. They acknowledged it. They failed to tell me about their required form, continued charging me, and are now using that same form as the reason they won't refund the money.
The email thread for this started on Aug 3rd today is Aug 31st and still not admitting to their error.
((((((My Email To mathnasiam)))))
Good Morning,
Good Afternoon,
I appreciate the response, but unfortunately, that resolution is not going to work for me.
My understanding from our conversation at Ruby's last visit was that her membership would be placed on hold for the summer and billing would resume after school started. At no point during that conversation was I told that I needed to provide an additional written confirmation before the hold could be processed.
Had I been told that a written request was required, I certainly would have provided one. I relied on our conversation and believed the membership had been placed on hold as discussed.
Because of that, I am requesting a refund of the three $249 payments charged on June 2, July 2, and August 3, totaling $747.00.
I understand you may have an internal policy requiring written confirmation, but that requirement was not communicated to me when we discussed placing the account on hold. I don't believe I should be responsible for three months of charges due to an administrative requirement that I was never made aware of during the conversation.
Please let me know what needs to be done to have the $747.00 refunded. If you do not have the authority to approve the refund, please forward this to the appropriate manager or corporate representative who can review and resolve it.
Thank you,
((((EMail From Mathnasium))))
Hi Mr. Brown,
Thank you for taking the time to explain your concerns. I understand that you believed the cancellation had been taken care of during your previous visit, and I can see why this situation has been frustrating.
While our membership policies and procedures, including hold and cancellation requirements, are outlined in the original Parent Pack and Terms & Conditions, we do want to work with families when concerns arise.
Since several months have passed, we cannot retroactively refund the full summer tuition. However, we have refunded the August tuition as a resolution. The refund should be reflected in your account within 5-7 business days.
We have also received your cancellation request and will ensure that the membership is processed accordingly to prevent future charges.
We truly appreciate the positive experience your family had with Mathnasium prior to this situation, and we are sorry that this issue has caused frustration. Thank you for your understanding.
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