https://www.duolingo.com/profile/Tina415442

Customer Support Still Has Not Responded

I loved the ability to give premium a trial for a week, but I was charged on the 7th day (when I went in to cancel). I promptly emailed android@duolingo.com to request for the cancellation and for my money back, but to this day still have received no response from their team. This was back in September!! Would a member of the Duolingo team PLEASE reach out to me regarding this? I used to love this app, but have grown to be disgusted due to their astonishingly poor customer service. I would love to be without grudge and use the app again so, if someone could kindly reach out to me and amend my situation, I would greatly appreciate it.

Thank you. Tina

UP-DATE: Duolingo support finally got back to me, after I tried all of the things I mentioned above, and which others mentioned below, in addition to posting here and making this comment in my review on Google Play. I am grateful to have finally been refunded, and I encourage anyone in this same position to continue to email support while also posting your complaint in various places and in various ways so that your case will be more likely to be seen. And thanks again to those who offered advice below :)

February 2, 2019

19 Comments


https://www.duolingo.com/profile/StevenWath

I don't think that Duolingo staff monitor this forum regularly. You should move this post to the Troubleshooting forum as Erika10915 says - Duolingo staff will be much more likely to see it there and respond.

February 2, 2019

https://www.duolingo.com/profile/Tina415442

Thank you for your advice :)

February 2, 2019

https://www.duolingo.com/profile/merkavar

As a duolingo plus member have you tried the plus support email?

On the duolingo home page in pc it in on the right around the leader board.

February 2, 2019

https://www.duolingo.com/profile/Tina415442

I have. It opened up a draft email to the address I mentioned above. There has yet to be a response to my email, which has been pretty disappointing. I am hoping that they may have simply overlooked my emails and will see my post here.

February 2, 2019

https://www.duolingo.com/profile/merkavar

Send them another email.

February 2, 2019

https://www.duolingo.com/profile/Tina415442

Thank you :) I did! I think I'm starting to go blue in the face between reaching out to them and Google Play and my bank, it's exhausting! I will continue to email them, though, but it really shouldn't be this way, so I am attempting to get their attention through other means (hence this post). I am hoping they will see it and respond.

February 2, 2019

https://www.duolingo.com/profile/merkavar

Ok, I wasn’t sure if the email you mentioned was the same as the plus support email.

February 2, 2019

https://www.duolingo.com/profile/Thomas.Heiss

Hi Tina,

open a ticket and choose "Purchase issue": https://support.duolingo.com/hc/en-us/requests/new

February 2, 2019

https://www.duolingo.com/profile/Tina415442

Hi Tom! I have placed a report on Duolingo through Google Play for a purchase issue, but I have not seen this option through Duolingo. I will try this and let you all know if it works. Thank you so much!!!

February 3, 2019

https://www.duolingo.com/profile/FredrikVC

Are you still being charged? If so, dispute the charge with your credit card company.

If they're no longer charging you, September may be too long.

February 3, 2019

https://www.duolingo.com/profile/Tina415442

The yearly subscription was a one-time charge, and you bet I cancelled the yearly renewal first thing. I did dispute it through my bank (months ago and have been going back and forth with them since), but unfortunately Citi Bank ultimately requires proof that the merchant agreed to refund me my money (isn't that the reason why I am in this pickle in the first place? Makes no sense). So the bank is worthless for this situation. Thanks for your advice, anyway!

February 3, 2019

https://www.duolingo.com/profile/HerrArbo

How much did a year cost? I'm surprised it automatically paid for a whole year.

February 3, 2019

https://www.duolingo.com/profile/merkavar

It’s cheaper per month if you buy the full year.

It’s how every subscription seems to work.

February 3, 2019

https://www.duolingo.com/profile/pentaan
February 3, 2019

https://www.duolingo.com/profile/Tina415442

Thanks! Right, I was able to cancel for next year, but not for this year. It was not an option.

February 5, 2019

https://www.duolingo.com/profile/Erika10915

You may want to move this into troubleshooting. Otherwise users will just down vote this

February 2, 2019

https://www.duolingo.com/profile/Tina415442

Thank you, I will do that :)

February 2, 2019

https://www.duolingo.com/profile/Mensagem_FPessoa

I hope you succeed in solving that situation. Maria

February 2, 2019

https://www.duolingo.com/profile/Tina415442

Thank you for your kind words, Maria. I hope so, as well!

February 2, 2019
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