Forgot to Cancel Kogan Trial Membership after 14 Days - Kogan Won't Refund

LNickNack on 16/08/2021 - 19:18
Last edited 16/08/2021 - 19:40 by 1 other user

Just wondering if anyone here has experienced the same issue.

I activated a 14 days trial on my Kogan membership account and have forgotten to cancel it after 14 days.

There are no phones number listed on their site and I made an enquiry and asked them:

12/08/21 - Me: For some reason it was not cancelled as it was supposed to and i have gotten charged 49aud. Can this be refunded back to my account and cancel the first member.
13/08/21 - Me: Hello can this be refunded back to my account as i was not aware of this charge

They replied:

Hi Nic,

Thanks for your email and I am sorry for the late reply.

We’re sorry to hear you no longer wish to proceed with your Kogan First Membership.

As a member of Kogan First, you have gained access to Free Shipping on 1000s of eligible products, Express Shipping

Upgrades where Free Shipping is already offered on eligible products, and regular exclusive member-only offers.

In this instance, while we are able to cancel your subscription unfortunately we are unable to issue a refund.

This is due to the fact that during your time as a Kogan First Member, the benefits you have received have outweighed any of the charges made.

You can view this further on your account history by clicking here.

Your Kogan First Membership has now been cancelled and can confirm you will receive no further charges moving forward.

Let me know if you require any further assistance or clarification, I'll be more than happy to help.
Kindest regards,
Rey
Customer Care Team

So they cancelled my membership and took my $49 annual fee.

They responded: Rey (Kogan.com Help Desk)

14 Aug 2021, 18:58 AEST
Hi Nic,

This is just a quick email regarding your order.

We have received an update that your Kogan First subscription has now been terminated. You can then proceed in placing a monthly Kogan First membership here.

Unfortunately, since in this instance, while we are able to cancel your subscription, unfortunately, we are unable to issue a refund.

This is due to the fact that during your time as a Kogan First Member, the benefits you have received have outweighed any of the charges made.

In the meantime, if there is anything else I can assist with, please let me know.
Kindest regards,
Rey
Customer Care Team

I asked them to reinstate my account but they just kept telling me pay for it again.

I have lodge a complaint to Fair Trading.

Is there anything else I can do?

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Comments

  • bloom on 16/08/2021 - 19:20
    +34

    Nope.

    Hopefully in hindsight you’ll realise you should never be on Kogan.com

  • garetz on 16/08/2021 - 19:24
    +14

    Charge back.

  • popsiee on 16/08/2021 - 19:26
    +7

    Please explain the benefits you have received have outweighed any of the charges made. ?

    • mskeggs on 16/08/2021 - 19:52
      +11

      It’s a very exclusive club. You get the kudos and admiration of society, can drive in the bus lane* and park in loading zones^.

      *If you drive a bus.
      ^If you drive a commercial vehicle making deliveries or pick ups.

  • USER DC on 16/08/2021 - 19:26
    +2

    Kogan doesnt even have that great deals, so why even signup to that sh*t ?? just create a new account, and do a free trial.

    I had eBay cancel my plus membership, and no refund given, it says in their Terms and conditions

    • popsiee on 16/08/2021 - 19:28

      Obviously your clueless about 3 cracks at $400 with $100 back on each !
      And more so repeat hehe .

      • USER DC on 16/08/2021 - 19:33

        I mean he needed to have the card used for trial signup deleted before the next charge or at least have online transactions disabled on that card.
        Although easier
        Or even better sign up with a prepaid card (has enough for the $1 prepayment surcharge, not much more than that)
        Or simply dont keep enough money in that account that Kogan or anyone can charge on that card

        • NickNack on 16/08/2021 - 19:39
          +3

          Well that was my intention but have forgotten about it. But when i made the enquiry i didn't expect them to cancel it without the refund. (I was just asking them) I dont understand why would they think anyone who has paid for a service would want the service to be cancelled without a refund especially without confirming it first.

          • USER DC on 16/08/2021 - 19:48
            +1

            @NickNack: Best thing is probably CHARGEBACK,

            talk to kogan, try to resolve it, (AND OFCOURSE IT WONT GO WELL), But you need this to initiate a strong chargeback/ dispute transaction claim

  • Yummy on 16/08/2021 - 20:08
    -3

    U forgot. Move on. Thread closed.

    • puzzles2 on 16/08/2021 - 20:38
      +12

      Think the issue is they also cancelled his 1 year membership, which he's already paid for.

      • [Deactivated] on 16/08/2021 - 21:38
        +2

        OP also asked if it could be refunded and cancelled, which is different to asking for it to be cancelled.

    • Flying Ace on 16/08/2021 - 22:07
      +4

      Customer service rep said:

      Your Kogan First Membership has now been cancelled and can confirm you will receive no further charges moving forward.

      Then the OP was charged anyway. Definitely should chase it up further.

  • c64 on 16/08/2021 - 20:11
    +14

    you got koganed …

  • Ryanek on 16/08/2021 - 20:13
    +19

    How odd. You paid for a full years worth of membership so even if you cancel, you should still have access to those benefits for a year.

    I would raise hell if I was you. Kogan sucks so bad.

    • FireRunner on 17/08/2021 - 10:18
      +1

      Problem is that even if you do end up getting your membership restored you probably won't end up using it because of how much Kogan sucks

  • FLICKIT on 16/08/2021 - 20:15
    +1

    Ebay is the same with Plus membership, from what I've seen they NEVER refund…

    • FireRunner on 17/08/2021 - 10:20
      +2

      At least they don't cancel your membership after you paid for it

  • Icecold5000 on 17/08/2021 - 09:43

    Looks like a tax on stupidity.

    • pe arl on 17/08/2021 - 14:09
      +3

      So OP forgot to cancel a trial. It happens to the best of us sometimes, even those who mark things on their calendars and check it often. What's so stupid about asking for either 1. a cancellation and refund or 2. if no refund, keep what was paid for?

  • c64 on 17/08/2021 - 09:47
    +1

    kogan has no qualms charging customers $40 for a $4 bottle of hand sanitiser. why would he consider refunding the membership? remember, kogan first

  • payless69 on 17/08/2021 - 10:03

    Perestroyka! The law is the law!

  • MrMoneySmart on 30/08/2021 - 18:58

    I googled this and came across this thread. I too fell trap to the 14 day forget you, screw you.

    And yes. Good will refund!
    Keys to success
    1. Lodge refund request immediately
    2. State you haven’t benefited from the membership at all - this was easy as I hadn’t ordered anything
    3. State you never got a reminder for the 14 day period ending soon.

    Refund given.
    Phew.

  • NickNack on 03/09/2021 - 17:24
    +1

    Just an update if anyone cares..

    Charge back from the bank was declined:

    EMAIL:
    We refer to an enquiry regarding the disputed transaction on your account totaling $49 with Kogan.com xxxxx.

    Please settle this dispute directly with the merchant as we do not have claim rights based on the terms and conditions the merchant provided.

    If you have any further queries, please call Card Disputes on 1300 657 248 between 8:30am and 5:00pm Monday – Friday or respond to this email in 14 days or we will not be able to proceed further.

    Today received a response from Fairtrading:

    EMAIL:
    I am contacting you in relation to your complaint received on 18 August 2021 concerning your Kogan First membership fee and subsequent cancellation from Kogan.

    The next steps to resolve the complaint
    From the information provided we have assessed the issues raised in your complaint and in this matter Fair Trading will contact the business with a request to resolve the complaint within 7 calendar days.

    Under this process, the business should make contact with you by phone or email within 7 calendar days to provide an outcome to the complaint. We are giving the business an opportunity to resolve the complaint directly.

    You do not need to let us know when the complaint is resolved, and any remedy provided by the business should be consistent with their obligations under the Australian Consumer Law (ACL). More information about the ACL can be found at www.fairtrading.nsw.gov.au/buying-products-and-services

    If the complaint is unresolved
    If you do not receive a response from the business, you may contact Fair Trading to advise your matter is still ongoing. To assist with resolving your complaint, we may intervene further by making additional contact with the business or provide you with other relevant options which may include making an application to a tribunal, referral to other government agencies or obtaining independent legal advice.

    If you need more information, you may contact me on (02) xxxxxxxx .

    The information you provided will be retained on the Fair Trading complaints management database, which is used to monitor marketplace trends and practices and assist with the development of consumer protection strategies.

    Then today Kogan just emailed me with a response:

    EMAIL:
    Thanks for your patience and our apologies for the delayed response.

    I can see there has been some confusion within this ticket, please allow me to extend an apology for the inconveniences faced up until now.

    I will be more than happy to refund this charge of $49.

    From there, if you wish to sign up for our Kogan First Membership, you can feel free to do so, otherwise, you are under no obligation to do so!

    Your refund has been issued and will be processed within 48 hours.

    Please allow up to 7 days for your financial institution to process the transaction for credit card payments.

    Please feel free to contact us if you have any further questions or concerns.
    Kindest regards,

    Braden B
    Customer Care Team

    So now waiting for credit to be refunded.

    • cookie2 on 10/09/2021 - 22:02

      Thankyou for sharing the process and outcome with others

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