I'd like to thank you the fair representation of what happened. You almost got everything right. Here is a little correction: - "11 months has been charged" => Not entirely true. We've only charged initially the last 5 months. Noone was charged more than 5 months. - "Some people were charged 5 times the amount, hundreds of Euros" => This is actually true. But it's not because we overcharged them. It's because they had different curcumstances around their account(s). Someone didn't realize he had 2 accounts with 2 subscriptions active, someone had 2 yearly accounts, and so on and so on... Everyone of those cases were investigated and refunded them the full amount. In addition as you also stated, we've refunded everyone within 24 hours (refund initiated within 24 hours). At the end, everyone got 11 months of free service, and people who are affected by this were very happy about it, even after all these happenings. We're a very small company, mistakes can happen, we learn from it. Doesn't make it right, but we made every effort to make it right. What we've noticed is that the loudest people are the one that were actually not even affected by this. But on the contrary, we got a lot more nice comments about people who were actually affected, many of them demanded us to charge them because they feel like it's not fair what happened and they owe us the amount they used the service for (obviously we didn't charge them but we were happy to hear those speaking out).
Please ensure you have listened to the full video first before commenting. Also check your own accounts to see if you've been affected by this mistake and contact Istvan through Racelabapps Discord if you have. He and his team are helping people to receive their refunds.
While I agree that they were certainly owed money, you don't go into people's bank accounts _without permission and/or due process_. I've got no dog in the fight - was not a subscriber - but there's no way I'd entrust password or credit card info with someone that didn't realize that could be construed as inappropriate. Side note - wonderfully balanced and fair reporting on your part. Subbed due to it!
A mass email should have been sent out to all members even if they are free or it didn’t apply to them. Then proceed to slowly start charging the people that didn’t pay the monthly charge. Clear communication and a step by step of what is going to happen.
Yep that would've best. To be devil's advocate they were most likely afraid of not being able to recuperate monies owed if inform people first and then cancel their cards/accounts etc. However he shouldve been on top of unpaid funds from the get go, follow his own TOS and not let ot get to this point. A lesson I'm sure they have learned from.
Why didn’t users that were effected contact Racelabs if payment was not taken as per their own agreement to pay the subscription. “Oh look I’m getting this for free - better keep that quiet” Then complain when the problem is found. Those that got refunded got a lot of free use from the service. What most are bitter about is that they didn’t get away with getting something for nothing.
Doesn't involve me but how did a small business not notice that they weren't being paid by a large number of people? If they did this on the second month then it would not be a big deal at all
I don't give a damn about "terms of service". If you signed up for paying for something, what you crying for. If they give the money back to those over charged what's the problem. Self entitled people getting pissy when they realise they have not got away with not paying for something.
I wonder how much money the banks are pocketing from currency exchange. For me, it was a total of 12 cents, but that adds up very quickly if peoples medium of payment doesn’t naturally exist as a euro….
Whats wrong with shouting? People suppose to express their feelings freely. Shouting actually helps in many, not most, but many cases to resolve the issue much quickly. Many nationalities have different mentality and temper, wich affects their public behavior and how they react on certain problems, so please, stop critisizing them for that, especially when the issie is - money. If not this shouting s#$tshow we dont know if racelabs would refund the way they did) As for the main topic - most of the people, if they are not being charged at the billing time, would think that buisiness that they are buying servises from, had changed thier policy, made their servises free or made a discount...whatever. They signed for a monthly fee - if they are not charged on the right time and no notice - that period suppose to be free. Its a good example, of a disqusting way of doing buisness - solve our problems at the expense of your clients. Those kind of actions are actually against the law in many countries.
If you don't realize a monthly fee being taken out of your account, that's on you. Most probably did but stayed quiet about it. You used a service and were eventually billed for it, nothing less , nothing more. I dont see the issue.
My feelings on this are mixed. On one hand the company could have handled things differently and been more transparent. On the other hand the customer at some point had to realize they were still using an app without paying for it. I know what I owe, even my small bills.
