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LexisNexis/Tolley Scam?

Has anyone else have this experience and how did you go about solving this?

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I was called by a LexisNexis representative recently, selling me CPD package. I told him it was probably too tax heavy for my practice, but as he was persistent, I told him if he wanted to send me a trial log in, I could have a look at it and decide if it was right for me.

No logins arrived, never logged in to anything and completely forgot about it.

Then an invoice arrived, and then an invoice reminder and then the next. I have emailed them. No reply. I called them. The person I spoke to couldn't help, got passed to a number that was never answered. I am at my wits end as their customer service seems to be non-existent or deliberately only take sales calls but nothing else.

Has anyone ever tried to cancel a subscription service with Tolley/Lexis Nexis before? How did you do it?

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12th Apr 2019 09:40

Not quite the same, but we have had a bad experience with them recently - they sent the renewal reminder once it was already too late to cancel under the contract that we signed many years ago.

I tried to be reasonable with them and was hoping for a compromise but they refused to budge.

I couldn't argue with what the contract said, but felt it was slightly underhand to do that, and a lot of contract websites (including .gov) suggest that renewals should go out when there is still enough time to cancel.

Their attitude and treatment of a long-standing customer will make us think twice about using them for other products and services.

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By SJRUK
to pjd17mini
12th Apr 2019 10:26

Quote:

Not quite the same, but we have had a bad experience with them recently - they sent the renewal reminder once it was already too late to cancel under the contract that we signed many years ago.

I tried to be reasonable with them and was hoping for a compromise but they refused to budge.

I couldn't argue with what the contract said, but felt it was slightly underhand to do that, and a lot of contract websites (including .gov) suggest that renewals should go out when there is still enough time to cancel.

Their attitude and treatment of a long-standing customer will make us think twice about using them for other products and services.

We had this exact same thing too.

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to SJRUK
12th Apr 2019 14:18

Out of interest, did you end up paying?

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12th Apr 2019 09:44

"but he was persistent"
Why didn't you tell him to bog off??

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By Ixxy048
to bernard michael
12th Apr 2019 10:01

Hindsight is a great thing. I try to me nice to salespeople because I "pitch" to enough people myself.

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to Ixxy048
12th Apr 2019 10:05

I'll be polite but not nice. And I stop being polite when they stop being polite, which is generally just at the point when they go from pitching to overly persistent.

I'm sure your pitching method takes into account that there's little point getting more forceful with someone who isn't interested, it's just rude and a waste of everyone's time.

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12th Apr 2019 09:49

I don't see how you are under any obligation to pay. And not paying may be one way to cancel a subscription.

But it's a legal matter.

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12th Apr 2019 10:35

You do nothing other than write back and say "further to my email and call of the XYZ, you have billed us for services we have not ordered "

If they go in heavy, you ask to see the signed contract you signed.

Clearly there is no signed contract, they cannot enforce payment.

I have done similar with an old employee who was a bit thick an I think bought some books after pressure. She had signed the contract, but not in the capacity of our old company, so I refused to pay, and told them to pursue the (by then ex) employee as clearly the company had not entered into a contract with them.

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By Ixxy048
12th Apr 2019 10:08

Considering they sell to professionals, I'm appalled by the underhanded tactics. I'd expect it from other "less professional"industries (don't want to name names), and would have been more cautious dealing with them, but I just didn't expect it from "knowledge providers" to professionals!

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12th Apr 2019 10:17

I had a contract for an accounts disclosure checklist a lot of years ago - 15 maybe 20. I didn't renew it, moved on to another supplier, and they started pestering me with invoices.

In the end, I told them to take it to court. I'd no access to the system after the renewal date so, as far as I was concerned, they'd not provided any service.

I got a few more threats, then nothing.

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By Ixxy048
to lionofludesch
12th Apr 2019 10:46

What a nuisance. Sounds like it's one of those once you sign up you can't get out type of business.

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By Ixxy048
12th Apr 2019 10:54

Thank you all, for your feedback. It gives me a sense of the type of business they are operating, and my next steps. Will keep you posted. It's just one more thing to add to the to-do list, I don't really need.

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to Ixxy048
12th Apr 2019 17:03

Quote:

Will keep you posted.

Not if Sift has its way - or you are willing to go though the extra hoops.

Quote:

It's just one more thing to add to the to-do list, I don't really need.

It should go on the "not-to-do" list, once you have sent that initial very short reply as per ire-ally above. (Kick the ball into their court and leave it there... it's unlikely to get passed into any other courts.)

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12th Apr 2019 17:34

Years ago had a subscription to one of their products. Cancelled in plenty of time & cancellation acknowledged & agreed.
Subsequently they sent the product anyway. Called them up & they apologised & asked us to put it back in the post, which we did. They didn't ask us to obtain proof of posting
They then kept pursuing us for the charge & said if we couldn't prove to them that we had posted it back then we had to pay! They were quite aggressive in their attitude.

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to Wanderer
12th Apr 2019 18:04

Interesting. You had no obligation to return it. It was up to them to collect it.

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12th Apr 2019 19:44

My business partner deals with our Tolleys and had an extended stay in hospital. Despite my secretary saying he was away from the office and unavailable for a substantial amoynt if time we had daily sales phone calls. Sometimes twice a day.

In the end, I spoke to them and said my firm no longer consents to call and next time they rang I would personally cancel everything we buy from them and source a different option from someone else.

It worked. An order form came through post (not sure if that was related to my reaction or just coicidence). He didnt ring again.

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14th Apr 2019 17:39

I find Tolleys methods disgraceful. We do use Tolleys Guidance because I like it, but I always immediately cancel for 12 months time as soon as we have paid for the year in case I forget at the end, (or not at the end actually, several months before the end...).
If their products are any good (and on the whole, I think they are), they don't need to behave in this way.
One year I did cancel and try something else out - the smug idiot on the end of the phone tried to tell me I was locked in but I was able to send them a copy of my cancellation so they backed down. I went back later because it is a good product, but their underhand practices are a BIG negative in my decision making.
I always feel they are trying to catch the customer out and I really object. It seriously puts me off buying anything else from them.

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