Smile S.

After multiple years of not using their service I found out smile.com.au had been annually withdrawing money from my account. So, I signed into my account 2-weeks prior to the next renewal to cancel. It took me forever to find where I could cancel their service in my account. When I finally found the link to cancel the service I clicked it and received a message on a new page stating "We're sorry to see you go!". They requested that I fill out a questionnaire, but I didn't want to because I was busy and stopped there. What I didn't know was off screen was a button to submit the questionnaire AND cancel the service(?!)- even though any sane human being would think the service had been cancelled at that point, especially when a cancellation button was not visible and given the large message at the top of the screen.

Anyhow, the renewal date hits and I get charged AGAIN. I contact costumer service, explain what happened and they refuse to give me a full refund. They tell me there will be a $24 processing fee!

I tell them I don't care. I indicated I wanted to cease my service on their website, so that's a done deal. Continuing to charge me for the service because I did not fill out a questionnaire is dishonest. Additionally, no costumer should be beholden to continue a service because they failed to answer an exit questionnaire. Seriously, I can't see how that is even legal. There is something definitely shady about this company. Avoid them at all cost.