Problems cancelling my account

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  • Updated 5 years ago
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Why is it so difficult to close an account with Yola. Just as it is easy to set up an account it should be equally as easy to close. I want to close my account as I set up the free Yola web pages but have recently been sent an email saying you will deduct money from me in Aug for a Bronze account I did not want or need. My business has now closed and I have no need of websites however when I emailed to close the account I am now being told I need to email from the original business email account. As I had explained THE BUSINESS IS CEASED! The original email address no longer in use. Will somebody please arrange to close this account and actually consider making this process much easier for people in the future. Yola has simply made this customer very angry, frustrated and annoyed by making this process so difficult. Not what I expect from an organisation which is supposed to be professional.
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Yvonne Gray

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Posted 5 years ago

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Gop

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Hello Yvonne,

Unfortunately this is a recurring issue and criticism which never seems to improve. Feels as if you're locked in for life a bit like an HG Wells short story with only a slim chance of getting out of the damnation and no recognition of the issue.

Maybe you can contact your bank and ask them to put a block on Yola as a drawer of monies from your CC account? (Others have) I think it is reasonable to shame them on this issue.
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Yvonne Gray

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Just makes the company look like extortionists. I will certainly be telling my friends (many who have businesses) to stay clear of Yola. Yola are certainly getting my attention but for all the wrong reasons
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Monique, VP of Customer Support

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Hi Yvonne

I am sorry that our cancellation process has made you feel this way. However, contrary to what Gop has posted it is not difficult to cancel. All you need to do is email us and we will sort it out. It is challenging if the email associated with the account is no longer in use, as this is a security issue. If you don't have access to the login email then shutting down the account will be more complex as we need to ensure that we are dealing with the account owner. We have had too many bad experiences with people who try to gain access to accounts they do not own for malicious purposes to compromise on this. We do not believe that this is because we are deliberately making things difficult for anyone and any other service would face similar challenges if there is a security concern over account ownership.

I can see that Brianna has been assisting you via support. Thank you for your replies and someone will be in contact with you shortly to confirm cancellation.
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Gop

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...when I emailed to close the account I am now being told I need to email from the original business email account. As I had explained THE BUSINESS IS CEASED! The original email address no longer in use.


Not difficult?
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Laura Thomas, Social Media Coordinator

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I believe what Monique was saying is that our normal process is not difficult but due to Yvonne no longer having access to the email used to create the account, we understand that it does add a layer of complexity, that while frustrating, is necessary to protect our customers.

Happily we do have a process in place to deal with this situation as well, and as a result Yvonne's account ownership has been confirmed and her account has been cancelled.
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Gop

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Of course I agree with security of account holders but for a number of account holders, wishing to do the same, they have found it difficult and frustrating.

What would be good to see is an easy contingency whereby this can be handled without toing and froing, responses that do not address the problems and auto-emails that don't achieve the result.

This has arisen a number of times in slightly different forms but related to cancellation of payments where subscribers can't see a way to effect this.

You mention that you have a way to do this but it is still a reality that a group of subscribers do not know how find this. It has come up many times that people feel as if they are trapped. These users do not expect that they have to go to this non-discoverable process and simply wish an electronic process to cancel subscriptions or payments. There is inadequate notice of the procedure.
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Yvonne Gray

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Hi Gop
I have now received an email to say the account has been closed after as you say much toing and froing, frustration and annoyance. Other companies have a very simple login using your secure details and unsubscribe....hey presto simple and easy. I still find it difficult to understand why this company can't simply do the same. Other companies also have protection issues but still manage to make the process simple. I feel, and I may be cynical, that it's in the hope that most people won't have the time or inclination to pursue issues and as the deductions are not huge let it run. The company then more or less gets income for no effort and into profiteering. Of course I'm sure the organisation will disagree with this view. However, after my experience I will not be rejoining or recommending the company. There are enough alternatives out there to give them decent competition. Thank you Gop for your comments as it was helpful at the time to know that others experienced the same frustration and I was not alone. :-)
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Gop

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I'm glad that you have this sorted Yvonne. Well done.

I don't think that you are overly cynical as there are many stories and incidents alleged by customers and providers, the world over that do skim funds. I have never felt that Yola do this and I hope that they are not. Just imagine if it was the case and a disenchanted employee blew the whistle. It would destroy Yola.

What I don't understand is Yola's lack of response on this issue. It implies that they don't care about their customers sense of comfort and satisfaction with this process. There are ways to electronically solve this problem and to maintain customers security; of course there are. People have a rational and logical theory for the origin of the universe; created computers using one's and zeroes to calculate the 1.5 x 10(10) years of the universe; developing a qubit computer; in the process of curing many life threatening illnesses, desalinating sea water to provide a nation with drinking water; discovering sub-atomic quantum particles as we write and Yola can't get payments cancellation to be satisfying. Can't accept that.