EWA Language Learning
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Unauthorized Charges and Terms Violation
Dear EWA Support Team, On January 25, 2025, I registered for a trial of your Premium subscription, which was advertised as free for three days and then billed at $8.94 per month. I canceled my trial on the first day to avoid any charges. However, on January 28, 2025, I was unexpectedly charged $8.94 despite the cancellation. When I checked my account, there was no active paid subscription, and I was unable to access Premium features. I contacted your support team at that time, but they did not resolve the issue. I was asked for an invoice, which I never received. I decided to let the matter go, but on February 28, 2025, I was charged again—despite still having no active subscription on my profile. I have not received any invoices for either transaction. Here are the details of the charges: Card 4***3098 28-01-25 15:10:15. 8.94 USD. SGP EWA LEARN ENGLISH. Card 4***3098 28-02-25 15:10:59. 8.94 USD. SGP EWA LEARN ENGLISH. Transactions time zone: GMT+3 As I did not have an active subscription and was unable to use the Premium features, I kindly request a full refund of both charges—$8.94 from January 28 and $8.94 from February 28 Core issues: 1. Subscription Cancellation and Lack of Access I canceled my trial within the free trial period. You state that it was active. However, my subscription disappeared entirely from my account, and I had no access to the Premium features I was charged for. This indicates a technical issue on your end, not a failure on my part to cancel. Charging me under these circumstances is a clear breach of your own policies. 2. No Order Confirmation or Invoice Your terms also state: "Your offer shall not be binding on EWA until EWA confirms acceptance of your offer via email ('Order Confirmation')." I never received an order confirmation or any invoices, despite your insistence that Stripe sends them. I have checked all my inboxes and spam folders. Without this confirmation, my subscription should not have been activated per your terms. 3. Refund Request Within 14-Day Window Your refund policy states: "We offer a 14-day money-back guarantee for new premium subscribers who are not satisfied with our services." I requested a refund on the same day as the first charge (Request #1738073291563-2). Even if your system failed to process my cancellation, I notified you within the 14-day refund window. Dismissing my request contradicts your stated policy. 4. Unauthorized Charges and Unclear Account Association Your terms state: "If you cancel a subscription, you may continue to use the cancelled service until the end of your then-current subscription term." On March 4, you stated, that you have successfully canceled the subscription, meaning you were able to locate it. I demand to know which email address was associated with the charges. I have no active Premium subscription on my account, and yet my card was charged twice. If my account was mistakenly linked to a different email due to a technical issue, this is your responsibility, not mine. 5. Final Request for Refund Given the evidence, you are obligated to refund both unauthorized charges totaling $17.88 ($8.94 on January 28, 2025, and $8.94 on February 28, 2025). Failure to resolve this matter will leave me no choice but to escalate this dispute, including contacting my bank to dispute the charges and reporting the issue to consumer protection agencies. Please confirm the refund processing immediately. Sincerely, Anastasia Tonkonogova Ewa ID: anastasia_t#06786