Moises App

Okay, in April, I subscribed to the Moises app, which, at the time, worked really well. But then, the following month, it couldn't upload anything unless I cleared the storage from the app first.

I contacted tech support time after time to report the problem, but they just gave me unrealistic ideas to fix the problem myself because they wouldn't. In addition, I thought you could upload all you wanted. But last night, I suddenly had trouble uploading anything on the app. I tried to sign in to contact tech support, but I couldn't.

I think it said that I was suspended from the app. Why that is, I don't know.

But the app is no longer the awesome app it once was. Either that or it's one of those things that's only good once and then it's terrible.

1) Hello. Thank you for contacting us.

Upon purchasing a subscription, as happens with most subscription services and as mentioned on our pricing page and in our Terms and Conditions, all subscriptions are automatically charged upon renewal unless the account owner cancels the subscription before the renewal date.

This means that you hold control of your subscription; should you not wish to keep it, you can cancel it before it is renewed. However, if there is no cancellation, it will be automatically renewed on the due date. The authorization happened upon purchase when you were made aware of this condition.

If there is anything else we can help you with, please don't hesitate to let us know.

Kind regards,

Emma

2) Thanks for the response, Emma. My email was to inquire regarding autopay.

I did not feel the need to be told that this is the practice of most subscription services. It is not! Hulu, YouTube, several antivirus programs, McAfee, Avast-- regardless, there was not a complaint in my message as it was an inquiry. A good response might have been; how can I assist you, or what aspect of autopay was of interest?

Instead, you tried to direct my query down a path implying something I could have done and did not. You also implied that Moises does what most companies do. Thank you for your response in any case. After several clicks and transferring to Stripe to finally find the autopay cancellation, I would have appreciated the assistance from my Moises Rep, if asked.

Instead, I was told of protocol and how it was my responsibility to deal with it. I canceled the auto-renewal and will not renew again. The app is great, but the company's reps, perhaps just you, need to take a different approach regarding customer service, not dictating what a customer should, could, and didn't do. Thank you, Emma, for helping me make this valuable decision!

#1 was the email sent in response by Emma, a Moises Rep.

#2 was sent by me, your customer. My first email simply had the title 'autopay', no more, just 'autopay'.