To summarize, Memrise Pro stopped working on or about November 9th when the new Pro came out that made me pay for Difficult word review. I tried to get a refund of the $9 and ended up signing up for the yearly plan for $59. Pro again started working. I finally got a refund for the $9 and Pro again stopped working. Memrise thinks I canceled Pro which I didn’t, and Paypal thinks I got a refund for $59, not the $9 that was actually refunded.
I want my pro to start working again since I paid for a year of it.
So far the following sequence of events has occurred with my Pro Account (the gory details)
Long ago (over a year) I signed up for Pro when it first came out and had it set to autopay at $9 per month.
Early in November after an upgrade on my Android, Pro stopped working and said I needed to apply for it.
I looked for a way to contact Memrise in a timely manner about this and found none.
In order to keep Pro working (because they now made me pay for difficult words) I signed up for the yearly plan on November 10th which started my Pro working again
I then sent an email to Memrise about a refund of the $9 payment for November made on November 9th. No timely response.
I went on PayPal and opened a dispute on November 14th
Memrise responded to the dispute and refunded the $9 at PayPal on November 21st.
PayPal sent notification that they had refunded the $59 I paid for the annual subscription. Memrise Pro again stopped working. Logging in to PayPal shows that $9, not $59 was refunded.
Memrise sent me an email thanking me for trying Pro and saying they refunded the money on November 21.
Memrise Pro again stopped working even though I paid for it.
Hi @kellner.TOP - There seems to be multiple confusion and crossed wires regarding your Memrise Pro account and payments. We have now refunded you both the $9 and $59 payments that were made to us in Nov, and canceled your Memrise Pro subscription.
MemriseMatty,
Thanks for your reply. If I might I will slightly reword what you just wrote to fit the facts better since this is a discussion about “crossed wires” in an effort to uncross the wires.
There seems to be multiple confusion and crossed wires [at Memrise] regarding your Memrise Pro account and payments. We have now refunded you both the $9 [recurring payment you were making when we upgraded Pro and stopped your Pro services for no reason] and $59 payments that were made to us [when you tried to get Pro working again] in Nov, and [then we at Memrise again] canceled your Memrise Pro subscription._
If a long time user and customer twice asks for a service and pays for it and Memrise twice cancels it, there is perhaps some room for improvement of Memrise business model and customer service model.
To my mind paying for Pro was my way of thanking the Memrise team for all their hard work to make a really excellent product which I have used almost continuously for approaching two years. I didn’t alway use all the features of Pro, but I knew the monthly $9 payment was putting meat and potatoes on the tables of some well deserving chaps. While the folks at Memrise have worked hard to understand how to remember things, a little more effort in trying to understand a simple request like, “Please refund my $9 that I paid for service I didn’t receive.” would be appreciated.
That being said, it is customary at this point for the customer to say something like, “Hey Memrise, for all the grief you have caused me for when I have signed up for and paid for Pro twice and then you canceled it twice, please give me something in return like maybe six months free subscription.” My concern is that if I don’t ask this, it might again turn out that signing up and paying for the Pro service is seen as another cancellation request. My belief is that by asking this, the customer service side of Memrise might come to see that the customer shouldn’t have to be involved in a work around for what very well might be a bug in the backend accounting side of Memrise.
As yet I haven’t heard back from Memrise about a resolution to the problem in November but I received an email in Decempber stating that Memrise had made a recurring billing to my PayPal account for Memrise Pro which I don’t have. As Memrise has already stated “There seems to be multiple confusion and crossed wires” at Memrise. If you shut down my Pro subscription and refund the payments I made last month, please stop the recurring payments from PayPal as well. Please.
Or I could just say, “Hey Memrise if you are billing me for Pro, then please turn it on and keep the money.”
Well I’ll have to say, Memrise stopped the automatic payments, BUT in keeping with the multiple confusion theme they kept the $9 billed because they didn’t shut down the recurring payments in a timely way in November. So I need to ask Memrise to now refund the $9 they received in error because the recurring payments were not turned off in November when they stopped the Pro service.
hi, how did you manage refund those amounts? I’ve sent several mails to cancel at memrise.com ’ no one even bothered to contact me or refund money as per their own policy
I had to contact memrise through the PayPal Resolution Center. Since memrise continued to collect payments a month after my Pro account was canceled for timely payments. PayPal manually cancelled the recurring payment agreement on memrise’s behalf since they didn’t see fit to do it. However, PayPal also seems to have made it difficult and perhaps impossible to collect the improper payment to memrise and like your case memrise has not responded. I emailed billing at memrise over a week ago and have seen no response.
At this point I am leary of giving any money to memrise, especially on a recurring basis. Since PayPal doesn’t let me know what memrise told them I have no way to know whether this was an intentional thing or just a mistake as they represented previously. Obviously if I asked PayPal to help stop a recurring payment and they went ahead with the cancelation without refunding the erroneous payment it raises questions about one or both parties.
PayPal was kind enough to give me a name. Mr. Pipi at memrise was apparently the person who dealt with PayPal.
One lesson learned here is that if a vendor sets up recurring payments for you and that is the only option to getting a service, it seems to be a good idea in PayPal to cancel the recurring payment and let the vendor send payment requests that must be approved before payment. PayPal hides the panel to manage recurring payments in a most un-obvious place.
I got my money back through PayPal. After spending 49 minutes on the phone with PayPal US, most of which was hold time, I got someone to credit my account for the $9 charged in December. I have not received any response from memrise regarding the matter. I am debating whether to now go ahead and purchase Pro again.
Since this thread is about communication I’ll have to give this, hopefully final, comment.
Communication with memrise is confused to non-existent. One has to wonder if memrise farmed out the business side of the business to some third party service provider that claims to be able to handle customer relations so that the folks at memrise could better pursue their academic endeavors.
Communication with PayPal is painful, but in the end effective. I have a sneaking suspicion that if PayPal starts to find that vendors of which memrise is one start using PayPal to resolve customer complaints they will take steps to prevent it which probably won’t be pretty for their customers.
If I were you or anyone else considering it I would hold off until memrise stopped making the subscriptions automatically recurring. If this is how they respond to customer service it would be in the customer’s best interest for them to request authorization every time.
I contacted Memrise 3 times with no any answer yet, I already bought Pro membership but didn’t get it! It’sdriiving me crazy that they even not answer my mails to them I have payment and order number - that’s not how you treat your customers. Good app but very bad customer service.
Sorry to hear this. We can confirm the receipt of 2 messages, once on 16th July and again on the 18th July. (Edit: A 3rd message has since been located under a separate email address - July 19th).
Unfortunately due to the small support team here at Memrise, it can take up-to 7 days for payment related issues to be actioned.
We’ve managed to locate your payment with the GPA no. and information provided. Sometimes there can be hiccups between Google and our Application. I’ve now manually activated your Memrise Pro from today.
