Hi Nina,
Thank you for sharing your feedback. We are truly sorry to hear that your experience with us left a negative impression, as that is certainly not the outcome we aim for.
We completely understand how unexpected charges can be frustrating. However, upon reviewing the account, our system records indicated that the service features were accessed and utilized. Under our standard terms, active usage makes an account ineligible for a full refund.
Recognizing your frustration, our team granted a 50% goodwill refund as a gesture to help resolve the situation, even though it fell outside our standard policy.
If you would like us to double-check your account details or if you have any remaining questions, please feel free to reach out with your registered email address or User ID (please do not post any sensitive bank details here). We appreciate your time and feedback.