Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership

Keywords

Membership; Mischarge; Online customer services; Service failure

Abstract

Customer goes online in order to cancel Wowiesatisfy (name disguised) membership after receiving an email from them on February 1st. Upon receiving a cancelation confirmation that her account has been deactivated, she again receives an email from them on February 2nd letting her know that her monthly boutique is ready and that she has 24 hours to either skip the month, or she'll be charged her monthly membership fee of $39.95. The customer calls Wowiesatisfy customer service in order to resolve the problem and they assure her that her membership has been canceled. On February 5th, the customer's bank account shows a charge of $39.95 to Wowiesatisfy. What should the company do?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

119-125

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014021

Socpus ID

85041222659 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041222659

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