Hellofresh Refutes Allegations Of Receiving Funds Following Closure Of Accounts. HelloFresh has refuted claims of charging subscriptions from customers who assert they had terminated their accounts.
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HelloFresh denied any glitches in reactivating accounts
Claims have surfaced alleging that certain customers discovered their accounts were reactivated by HelloFresh, with funds deducted for orders they hadn’t authorized.
According to Laurence, a finance director from Bedfordshire, his wife Nina had initiated a trial period with HelloFresh in November but decided to cancel due to dissatisfaction with the service. Despite canceling the subscription three months earlier, Nina received a notification stating her account had been reactivated, a move she hadn’t made. Upon contacting HelloFresh regarding the unauthorized charge of £40 on January 31st, they refused a refund and threatened third-party debt collection if action was taken with their bank. Although canceling the subscription again, they received confirmation, yet on February 9th, another message thanked them for reactivating the account, resulting in another £40 charge, which was later refunded.
HelloFresh denied any glitches in reactivating accounts, asserting that customers must go through specific steps on the app or website to reactivate. However, Laurence disputed this claim, stating they hadn’t followed such steps.
Karen Sadler from Surrey and Sarah Purnell echoed similar experiences with HelloFresh, noting instances where accounts were reactivated without consent.
HelloFresh defended its stance, stating they only charge customers upon their conscious and proactive decision to reactivate, adding that they hadn’t observed an increase in related complaints.
Despite experiencing a surge in business during the pandemic, HelloFresh’s user numbers have declined, with shares plummeting over 40% last week amid warnings of lower-than-expected earnings.
