Reply from www.moby.coMar 22, 2024
We deeply regret hearing about your dissatisfaction with our services. Ensuring the satisfaction of our customers is at the core of our values, and we take your concerns seriously.
Regarding the issue with accessing your account and the challenges in communication you've encountered, we sincerely apologize for the frustration and inconvenience this has caused. It is never our intention to make any customer feel neglected or trapped. We acknowledge that our response time has not met your expectations, and we are actively working to enhance our support systems to ensure more prompt and efficient assistance.
We understand the distress caused by being charged for a service you're unable to use. This situation clearly indicates a failure in our process, which we are keen to investigate. Ensuring fair and accurate billing is a priority for us, and we are committed to rectifying any errors in this regard. Despite the perception that refunds are not issued according to our terms and conditions, we indeed have policies in place to handle such instances fairly. We're eager to review your case specifically to ensure any undue charges are addressed appropriately.
The unwanted emails you've been receiving since attempting to cancel your subscription are a concern, and we apologize for any annoyance or inconvenience they have caused. We respect your communication preferences and privacy, and it seems we have not lived up to these standards in your case. We will take immediate steps to rectify this.
Your experience with being advised to use another email for support is not in line with our policies. We aim to provide support through any available means, especially using the email associated with your account. This miscommunication is regrettable, and we will look into it to prevent future occurrences.
The technical issues you've highlighted with our app are concerning, and we thank you for providing screenshots. These will be invaluable in helping our technical team identify and solve any underlying problems, improving the app's functionality for all our users.
We want to set ourselves apart by being responsive, adaptive, and genuinely attentive to our customers' needs and feedback. To address the issues you've raised and discuss a satisfactory resolution, we encourage you to reach out directly to us at [email protected]. We are fully committed to making this right for you and ensuring a more positive experience moving forward.
Thank you for your feedback, which is essential for our growth and improvement. We look forward to the opportunity to restore your faith in our services.