PSA: Kogan Misleading Prepaid Auto-Renew

nickw444 on 24/03/2018 - 07:42
Last edited 24/03/2018 - 14:07 by 1 other user

This is probably more of a warning for others so you don't have to waste your time trying to get a refund from Kogan;

I purchased a 1 month discounted Kogan plan last month to give the network a try – like $8 for 20GB data or something. However I didn't see much improvement over Optus, so I decided to not transfer over for real.

Interestingly, I thought I'd just be able to let the pre-paid sim card lapse and be done with it. Even Kogan's emails implied I'd be able to do so:

  • 20 Mar 2018: Your plan is set to expire - Buy a 365 Day Plan, Get a Second FREE^
  • 22 Mar 2018: Your plan expires tomorrow! Get Up to 40% Off Kogan Mobile Prepaid Options!
  • This morning: Your Plan has been recharged

And what do you know, looks like i've been billed $36 for their stupid Large 30 day plan. I never enabled auto-renew, it's the default option on their website. Completely misleading. Now I'm waiting for their support to open at 8am to give them a call and attempt to get refunded. Otherwise, probably going to be a fun ride to the TIO…

So PSA, anyone who got a Kogan plan from last month's discounted 1-month plans – log into your account and remove your credit card.

—

Update: spoke to their support over the phone, took about 5 mins waiting on the phone and another 5 talking to the rep but they were more than happy to refund the account, so good on them. Plus points for great customer service!

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Comments

  • pennypincher98 on 24/03/2018 - 08:05
    +4

    ** facepalm **

    This is how they get the majority of their money from these 'sales'. Any free or cheap subscription, well subscribes you to their service.
    1 month free of Spotify, I thought it would just stop? No, it'll auto-renew unless you cancel it. Free month of Netflix? That'll renew too.

    It's the same as with everything. Good luck trying to get a refund.

  • aong152 on 24/03/2018 - 08:08

    Thanks, i've removed my credit card from the online site. Inb4 they charge me even though my details have been removed.

  • SmiTTy on 24/03/2018 - 08:14
    +1

    There an option in your account where you need to specifically disable the aurorenew

    • [Deactivated] on 24/03/2018 - 08:18
      +3

      The last time I had signed up to their service for free data, there was an option to disable auto renewal during the set-up. Not sure if they've removed that or the OP didn't notice it.

      I thought I'd just be able to let the pre-paid sim card lapse and be done with it. Even Kogan's emails implied I'd be able to do so

      Assumptions aren't the best thing to rely on when there's money involved, always best to double-check to see what's actually happening in your situation.

  • whooah1979 on 24/03/2018 - 08:29

    I never enabled auto-renew, it's the default option on their website. Completely misleading.

    We just recharged our 365 sims. A tick box for auto recharging was next to the ok button. Did you check it?

    • nickw444 on 24/03/2018 - 09:47

      I can't be certain I unchecked it, or even saw it, but if I was presented with the option, I definitely would not have turned it on, considering I was only using the sim to trial the network.

      • foxmulder on 24/03/2018 - 10:45

        That part of unchecking can be easily overlook. I personally missed it but as then Kogan see no usage they refund the auto payment.

  • MT2010 on 24/03/2018 - 08:31

    Thanks @Nikw444

    I called them up this morning to cancel my auto renewal which was renewed about 1 am today.

    I did received all the emails as detailed by you.

    I did unchecked the box but it seems wise to check again just before your plan expires.

    • whooah1979 on 24/03/2018 - 08:33
      +4

      You can change it by using the app.

  • DaveD on 24/03/2018 - 09:07
    +1

    Did they had paypal option ? I always go with that one …its easier to dispute transcription if the do anything wrong…personally i stay away from one off discount plans though…

    • Diji1 on 24/03/2018 - 10:46
      +1

      Also easier to police auto-renewing services since you can cancel the sub in PayPal before they attempt to rip you off.

      • Quantumcat on 24/03/2018 - 11:13
        +2

        This! All free trials and such I put through PayPal then remove the authorisation. No one can charge you unexpectedly this way. The only things I leave there are companies I absolutely trust or that I want a continued subscription to.

  • No Username on 24/03/2018 - 09:29
    +1

    Always read the terms.

  • MishyMoo on 24/03/2018 - 09:58

    I've had this happen with a Kogan cheap simcard (we live and learn) a few months ago.
    I called them, they reimbursed with no fuss.
    So it seems that they're giving decent customer service. Let's hope it stays that way and doesn't go the way of other telcos when they become popular, or when their business grows too fast for them to keep up. 😊

  • nickw444 on 24/03/2018 - 12:04
    +3

    Update: spoke to their support over the phone, took about 5 mins waiting on the phone and another 5 talking to the rep but they were more than happy to refund the account, so good on them. Plus points for great customer service!

  • [Deactivated] on 24/03/2018 - 15:17

    Yep accidently auto renewed as well and customer service refunded into bank no problems, so I went ahead and bought 365 days after that! The customer service sealed the deal

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