I've been charged for a cancelled subscription — TomTom Community

I've been charged for a cancelled subscription

MaryKeltekMaryKeltek Posts: 8 [Master Explorer]
On 17/2/20 I paid £1 for special offer speed cameras for my GO 500. Normal price £2.99 per month. Should expire 16/5/20. On 1/4/20 TomTom took £2.99 from my credit card. I managed to get a refund through Facebook Messenger and cancelled the subscription as I bought a new GO Premium with speed cameras included. On 30/7/20 TomTom took another payment of £2.99 for a subscription order I haven't placed. I have tried to get in touch using Messenger but no reply so far. I have cancelled the subscription again. Please help

Answers

  • YamFazManYamFazMan Posts: 17,064
    Superusers
    edited August 6
    (Text) Subscriptions now Auto renew….

    Hi
    @MaryKeltek
    Welcome to the site...
    What are 'tutors' ???
    ___________________________

    The Tomtom subscriptions now 'Auto Renew' by default....

    Tomtom T&C's....
    Here... https://www.tomtom.com/en_gb/legal/terms-and-conditions/

    See T&C's 4.2 Subscriptions, renewals and Free Trials...
    Here... https://www.tomtom.com/en_gb/legal/terms-and-conditions/#4YourAccountandyoursubscriptions

    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...(Normal Office Hours)
    The way of contacting Customer Services has changed
    See... https://discussions.tomtom.com/en/discussion/comment/1714844/#Comment_1714844

    How to cancel credit Card details....
    See LAURE123 Post... https://discussions.tomtom.com/en/discussion/comment/1697949/#Comment_1697949

    Tomtom FAQ… How to cancel an ongoing service subscription….
    Here… https://help.tomtom.com/hc/en-gb/articles/360013902260-How-to-cancel-an-ongoing-service-subscription

    Stay Safe... ATB YFM
  • MaryKeltekMaryKeltek Posts: 8 [Master Explorer]
    YamFazMan wrote: »
    Hi
    @MaryKeltek
    Welcome to the site....
    The subscriptions now 'Auto Renew' by default....
    Tomtom T&C's....
    Here... https://www.tomtom.com/en_gb/legal/terms-and-conditions/
    See 4.2 Subscriptions, renewals and Free Trials...
    Here... https://www.tomtom.com/en_gb/legal/terms-and-conditions/#4YourAccountandyoursubscriptions

    Due to COVID-19 the phone service has been suspended
    For Tomtom Support Email or Chat lines...(Normal Office Hours)
    The way of contacting Customer Services has changed
    See... https://discussions.tomtom.com/en/discussion/comment/1711834#Comment_1711834/p1

    How to cancel credit Card details....
    LAURE123 wrote: »
    Hi @LenaLeeds

    Simulate a purchase (speed cameras) but don't go until the end. Log in / Products / Speed ​​Cameras / add to basket / "ready to order" button.

    In the web page:
    - Go down to "Payment"
    - Click on the credit card picture
    - A submenu opens:
    Click on the pen picture at the top right
    Erase all data relating to your credit card
    q8hv2g1o37q9.png

    - Click on the basket image at the top of the web page
    - Delete the item from the basket
    - Log Out

    Log in and repeat the same procedure. On the same web page, normally you will no longer see the credit card details. It worked for me in September after I bought Speed ​​Cameras for my Start25.

    Regards.
    Stay Safe... ATB YFM

    The original subscription 17/2/20 was cancelled 10/4/20 and the unauthorised payment was refunded. No further subscriptions were taken until 30/7/20. It claimed to be for an order which I had not placed. I have found other people with speed camera subscription problems on this forum, including one person who paid and annual subscription and is now being charged monthly as well. Thank you for the info on removing my credit card details. I've tried it and hope it solves the problem. Still haven't been able to get in touch with TomTom. Shouldn't have to go through all this to stop them taking unauthorised payments.
  • goc924goc924 Posts: 5 [Master Traveler]
    Tried the above Credit Card cancellation working method, but I did not have any Credit card details registered, since i used Paypal.
    In paypal you have the possibility to cancel any payments to TomTom, which I have now done.
  • MaryKeltekMaryKeltek Posts: 8 [Master Explorer]
    I paid direct by credit card so can't do the PayPal route. I believe credit card details have now been erased from my TomTom account
    I eventually heard from TomTom (via Facebook Messenger) and they are refunding the payment BUT today I got another TomTom email "Your speed camera subscription stays active" and "Just a quick note to update you on how we have streamlined our service to your convenience. Your speed camera subscription will remain active and continue month-to-month for £ 2.99." I now have a GO Premium with speed cameras included so shouldn't have to pay again. No imaginary order has been raised by TomTom (yet). My (real) April subscription and (imaginary) july subscriptions have both been cancelled. I have sent yet another FB message to TomTom and we will see what happens.
  • YamFazManYamFazMan Posts: 17,064
    Superusers
    Hi
    @MaryKeltek
    You're welcome, glad you're sorted (Fingers crossed) :)

    Stay Safe... ATB YFM
  • MaryKeltekMaryKeltek Posts: 8 [Master Explorer]
    Not totally sorted - there's still the possibility of yet another unsolicited subscription payment in the pipeline. I'm not the only person having problems with speed camera subscriptions. TomTom seem to have very dodgy accounting software and it gives me concerns for the security of customers' data. trying to work out which organisation to raise a complaint with - Information Commissioner's Office ?
  • YamFazManYamFazMan Posts: 17,064
    Superusers
    Hi
    @MaryKeltek
    Found this....
    Tomtom FAQ… How to cancel an ongoing service subscription….
    Here… https://help.tomtom.com/hc/en-gb/articles/360013902260-How-to-cancel-an-ongoing-service-subscription

    Stay Safe... ATB YFM
  • MaryKeltekMaryKeltek Posts: 8 [Master Explorer]
    YamFazMan wrote: »
    Hi
    @MaryKeltek
    Found this....
    Tomtom FAQ… How to cancel an ongoing service subscription….
    Here… https://help.tomtom.com/hc/en-gb/articles/360013902260-How-to-cancel-an-ongoing-service-subscription

    Stay Safe... ATB YFM

    I tried this but my subscription status only ever goes to cancelled, never stopped. It won't die. The subscription is showing status = cancelled, next charge date = 30-08-2020. There are no Options available. On previous cancellation attempts an unauthorised order was raised on the charge date and I have to go through the whole refund process again.
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