How do you get APILayer to stop billing you? The support is terrible for their MarketStack API product - and several emails have had no joy. I was about to leave a bad review on https://www.trustpilot.com/review/apilayer.com but seems many people are having similar issues. Does anyone have any contacts there? I just want to close the account and stop them billing me. |
*) https://twitter.com/nathansfeed/status/1700845882051039550 , https://twitter.com/lionelkubwimana/status/16946363607772897... , https://twitter.com/nathansfeed/status/1698315294765199857
> Does anyone have any contacts there?
If you get no response maybe escalate to the parent company Idera (https://www.ideracorp.com/).
Over here, that would be something for the Ombudsman to investigate. Straight up malpractice.
The kicker is that they don't appear to even reply to the reviews.
If everyone used chargebacks like they should, companies wouldn't be able to get away with this as they'd quickly run out of customers (and if they did, a competitor would quickly appear to take up all those banned customers).
Background on it: I'd upgraded my phone w/ Sprint. And not long after receiving the new phone, it fell out of my pocket and landed in the toilet. Dead dead. No amount of rice was going to save it. This wasn't Sprints fault, never said it was to them. But, I still had my previous phone, so I call up, explain what happened and asked them to reactivate my old phone. And they did, great so far. The old phone worked fine for a month or so until it just didn't work anymore. I could still contact them using the phone via whatever their "*" number was, but I couldn't make any regular calls. I spent upwards of 40 hours over 3 weeks trying to get it resolved before I'd had enough.
The final call started with a recap of the issues and lack of progress and me stating that if the issue wasn't resolved tonight, I was closing my account. After another 2 hours on the phone, they gave up and told me "the only person that knows how to do this has gone home for the night". So I told call the rep to call them. They wouldn't. Lost customer. Switched to T-Mobile and haven't looked back. It's been nearly 20 years, still with T-Mobile. I've not had any issues like that, and every time I have had an issue, support has been great. I was dreading the Sprint acquisition, fearing support would tank. Thankfully, I think I've been wrong on that fear.
Try <frank.sterling@apilayer.com> who was then chasing me to resume paying.
On the other hand in the EU it's much easier to cancel subscriptions thanks to legal requirements on cancelation methods…
I can't speak to your business obviously but the couple minutes to unsubscribe is often actually finding a hidden support number (because they don't even have a way to unsubscribe otherwise) and getting stuck in some dead end phone tree game like the OP describes. Many companies make it easy to give them money but really hard to stop doing so.
This is one of the reasons I try to avoid recurrent billing products altogether. I actually don't think I'd purchase them without a middle layer like privacy.com to mitigate these potential situations.
* The unsubscribe buttons exists at all
* The unsubscribe button is available to every customer
* The unsubscribe buttons actually work
* When something goes wrong, the company's support is useful and helps the customer unsubscribe.
I'm sure you're one of the good ones, but i've been bitten too many times. Every subscription is believed to be on the same tier as gym memberships until proven otherwise. If I'm wrong, that's nice. If I'm right, I have all the levers.
People do this because of "real bad SaaS behavior" in the past.
> Our data sources are extremely reliable and we haven't received any information about wrong data from customers who actually use the product.
The insinuation here is that the reviewer doesn't use the product.
This isn't "it working" really. It is just that for most companies it is not worth chasing down the debt that is rightfully owed to them.
It's not only that. If enough people do it and you pass a threshold you might get kicked out of stripe etc. So is it too much to ask to differentiate between good and bad businesses?
Stripe should be entirely capable of differentiating between first-time declines (which might be someone testing cards) and a previously good card used for recurring charges that's out of funds or no longer active.
If your declines are well outside the industry norm because of the scenario we're talking about, I'd consider it a sign your unsubscribe process is too onerous or broken.
> So is it too much to ask to differentiate between good and bad businesses?
How am I going to know in advance if you're gonna put me through the ringer to cancel?
It's a safety measure.