How to Help a Cardholder with Subscription Payment Issues
What should a cardholder do if they notice an unwanted subscription payment?
If a cardholder encounters an unexpected or unwanted subscription charge, guide them through the following steps:
- Contact the merchant directly: Advise the cardholder to first reach out to the merchant offering the subscription service. They should work with the merchant to cancel the subscription and request a refund for any overpaid amounts.
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If the subscription is already canceled but charges continue: If the cardholder has already canceled the subscription and continues to see charges, or if the merchant refuses to provide a refund, instruct the cardholder to cancel their card and gather the following information to submit a dispute with Immersve as soon as possible:
- Date of the transaction
- Transaction amount
- Reference number
- Merchant name
- Any relevant information about the subscription service, such as terms and conditions, proof of cancellation and any correspondence with the merchant.
Once this information is provided, we will begin investigating the transaction. If appropriate, we will issue a refund for any overpaid amounts.
What tips can cardholders use to avoid unwanted subscription charges?
- Set a reminder: Recommend that cardholders set a reminder in their phone or calendar a few days before the free trial period ends. This will help them cancel the subscription before being charged for the full service.
- Regularly review their account: Recommend that cardholders regularly review all subscriptions appearing on their account and cancel unused services.