THE FOLLOWING MESSAGE IS A COMPLAINT I SENT TO USEMEXT. IT WILL EXPLAIN THEIR PLYS OF SNARING PEOPLE TO PART WITH THEIR MONEY.

i have had a usenext account in the name of [email protected] and my husband has his own account in the name of [email protected] for some time now. when it can for me to log in to my account to recharge it my username and password would not work even though you resent them to me on this date. i decided to use my husband account to do my downloads but upon trying to recharge i kept getting an error message advising me to contact customer support which i did. after a wait of around 30 minutes i spoke to an advisor who told me there was no problem with my account or my husbands account that the problem must be with paypal. that maybe if i had another email addres i could try it again and see if it would work. this phone call cost me 15.00GBP. i decided to join in my daughters email address to see if i could recharge from it. i joined with the email address [email protected] but with my name. i paid via paypal as i thought this was the safest method. i awaited my log in instruction email which i never received. i know in the terms and conditions it stated that i had to cancel the free trial within 14 days of it ending or an automatic payment would come out so i was very concerned. i needed the password and account number to log in so i could cancel the account. i could obviously not do this so i telephoned customer support in germany. it took me 25 minutes but i eventually got through. they advised me the account had been cancelled but there was no obvous reason why the email had not come through to me and that it must be my anti spam software blocking the email. they advised me to use a different email account to see if i could get some success and to unblock usenext from the spam blocker. i did this although usenext was never blocked by my spam blocker in the first place i simply did not receive the email with the log in details. the advisor told me the paypal payment would not be taken as the account had been cancelled.

i joined again with my cousins email address who lives with me [email protected] but in my name. i again paid via paypal. i did not receive any log-in info again. i therefore could not download the software which i had removed from my laptop or indeed cancel the free trial. i double checked my email spam and my firewall and nothing from usenext was getting blocked. i phoned usenext support again at the cost of 5GBP they told me the account had not been setup correctly and i would have to try again. try again i did and eventually i was signed up but i again did not receive any log-in info so i could get the software back on my laptop and start to use my free trial. i phoned usenext again to acertain what was happening. they told me that the account in the address of [email protected] did not exist on their system so they therefore could not gain access to it. they told me the paypal payment would not have gone through as the account had been cancelled. they said i must try another email address. i asked them to cancel the [email protected] account they said it must have already been done because they could not find it on their system. i told them the trial was only for 14 days so that meant canceling the day you joined. yes they said and assured me the account had been cancelled.

i then tried to join again in the email address of [email protected] my son johns email account i did not receive the log in details for this account either had been cancelled i would therefore have to use a different account to log in. i explained my problem with the 4 different email addresses. they advised me to try again to join with a different email address as they problem was with the payments to pay pal. they said paypal did not recognise my email addres with them because the paypal email address i gave was different to the one i gave them. i started to get very upset at this point as i had been trying to join all day

i joined again in the email address [email protected] which was an old email address of my daughter ruby. she even joined in her name to see if the problem was because of my name. she received her lo in details ok and downloaded the software to her laptop. she then downloaded a few things. she then cancelled her account via your cancellation page. she did not receive a cancellation email so i telephoned usenext for her. when i spoke to an advisor i was assured the account had been cancelled and an email would be received soon confirming it and that it must be stuck on her server. i started to get suspicious at this point as to why my daughter could join but i could not. i asked the advisor if it was because of the name change. they advised me this was not the that the problem must be with the email servers not forwarding the log-in details to me they then assured me all the accounts had been cancelled so i did not have to worry about future payments coming out from my account. they told me to try again to join up and if i was not sucessful i should contact my email server.

i tried again to join usenext in the email address of [email protected] which is my old email address but was still active. i again did not receive any log in details after making payment to usenext via paypal. i knew it could not be the server because this was a different server than other other email addresses. i tried again and again and after a few hours i received my log-in details. i logged in to my account and downloaded my allowance. i started to get suspisous at this point so i did a web search about usenext and discovered people had all kinds of problems with them. from taking out payments when accounts had been cancelled to changing peoples subscriptions without their knowledge. i cancelled my account via your link and decided to never use your company again. i had not received a cancellation email by the next from usenext so i again telephoned to confirm it. they said they had no knowledge of the cancellation. that i must log in to my account and cancel the subscription within 14 days. by this point there was only 13 days left of my subscription i was advised this would not be a problem and the account would still be cancelled. that i only had to cancel the account at any point during my 14 day free trial to stop the automatic payment coming out of my account. i logged in again and cancelled my account. i still did not receive an email confirming this. i telephoned usenext again they said the email had been sent so it must be stuck on the server. so i trusted the advisor as i had never had a problem with usenext before and neither had my husband. UNTIL...

on 14 january 2009 i received 5 emails from pay pal stating you took 5 payment of 95.35 EUROS from my pay pal account. not only this but you had taken the first 5 original payments too when in reality only 1 should have been taken as only 1 account had been set up sucessfully. you had advised me on many occasions that the original payments would not be taken from paypal. this was a lie. you took all the 1 EURO payments plus all the automatic payments for accounts you stated had been cancelled. this really is a shame because i have enjoyed using usenext and never had a problem with you until 30 december 2009. i did not notice the 1 EURO payments coming out from my paypal accounts as i have been on holiday for a week. upon my return when i downloaded my emails i received them all from paypal stating the 10 payments had been made to you. I did not authorise you to take these payments from my account as far as i was aware the accounts had been cancelled and they had not even been activated. the only one i was aware of was the [email protected] account and i was told this account had also been cancelled. i did eventually receive about 30 emails from you on 14 january giving me all my login details for the 5 accounts. as you can see from my account history i would never have the need to download 125GB per month for a year. why would i want to join the same account 5 times. I want a full refund of the 5X 95.35 EUROS and 4X1 EURO. upon looking at many forums on the internet i see this is not the first time you have done this. you have many ways of snaring money from people. i have reported this matter to paypal. they were not very helpful and said well you did sign up 5 times and you knew it was an automatic charge 14 days later. i told them i did not authorise the 5 sign ups. i tried to explain the above to them but they are not interested. they told me to log in to my usenext account to see if they had indeed been cancelled and you had taken the payments in error. i did this and discovered you had not cancelled the accounts when you stated you had done. i have now cancelled the accounts and straight away i received the cancellation emails. this was within seconds of cancelling. i find this very suspicious it is only after the 14 day trial after you have taken my money that you send me the emails. i have now reported the matter to american express who have card fraud protection on my account. i will also be reporting this matter to my local police who i suppose will not be interested but i will report it anyway. i would have been quite happy to stay with usenext using my [email protected] account or my husband [email protected] account topping up with the 9.95 one off payment for 50GB per month with no monthly contract like i had used in in the past. there is no reason why i would ever change this download limit. now i want all my accounts cancelling. i want a full refund and an explanation as to why you have done this. the phone calls to germany have cost me over £80 in mobile phone top ups as it is.