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Problems cancelling a Croner i subscription.

Cancelled my subscription 9 months ago, but Croner i ignored this and are harassing me for payment.

Didn't find your answer?

Just wanted to see if anyone has had a similar situation. Late last year I cancelled my tax rates and tables subscription (Croner i publication). I received an email acknowledging receipt (attached), so I know they have knowledge of this. Subsequently they ignored this cancellation, sent out the book and are harassing me for payment. 

Just wanted to find out if anyone has had similar problems with them? Did you manage to cancel the subscription or is it a HEvidence of cancellationotel Californa situation?

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By Paul Crowley
11th Sep 2020 12:41

We had a war with them as well. Did they claim that the cancellation needed to be by registered post to an address you could not find, even if you had tried?

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By fpdbookkeeping
11th Sep 2020 12:48

Yes. They claimed that sending the cancellation to "customer care" meant that I haven't cancelled as it was sent to the wrong email address (curious as to where else exactly you should send it). Apparently this is "my fault" therefore they want payment. They then tried to claim It should have been done 3 months before the end of the subscription despite me having evidence that it this was done anyway. Then now are trying to get me to pay it and then claim it back???

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By Paul Crowley
11th Sep 2020 12:58

If you pay the money is gone
Keep records of the emails. We did not pay but spent way too much time in calls and emails.
The start point was my prior hopeless business partner subscribed twice to a Trust publication that no one used

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By ireallyshouldknowthisbut
11th Sep 2020 12:59

We have had this sort of rubbish from them some years ago.

At one point they sent out a whole BOX of books to me (unsolicited) and tried to charge me for them unless returned. I refused, but said they could send a courier to collect. They never sent a courier and I endured about a year of hassle from them claiming I had ordered them, or not cancelled them, or someone else in the office had ordered them (there was only me at the time!) and all sorts of rubbish.

Never bought a book from them since. Which is a shame as they do the best books.

Tell em' to whistle. You have proof of cancellation, you would win at small claims court.

I simply don't understand why book people and (some) software people have to be such Scunthorpes about everything. I'm too scared to order anything from them now for fear of getting into a similar situation.

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Replying to ireallyshouldknowthisbut:
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By Paul Crowley
11th Sep 2020 13:00

Agreed
End result is that will never buy from them again

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By Paul Crowley
11th Sep 2020 13:01

cannot read the PDF

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Replying to Paul Crowley:
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By fpdbookkeeping
11th Sep 2020 13:05

Don't know why it is not showing on here, but it is this document.

https://twitter.com/FPDBookkeeping/status/1304378864874016768/photo/1

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By CJaneH
11th Sep 2020 13:12

I have had a different problem with Croner i. I ordered and paid on line for one copy of Hardman Tax Tables on the 20th May. Order was dispatched 4th June and received on the 9th. About a fortnight later I received a second copy, I phoned to inform them and asked if they wanted it returned. The person I spoke to said they would pass the information on. Some time later I received a telephone call chasing payment, and was sent a copy invoice dated 17th June.

After a few emails it seems they are no longer chasing me.

I use to have the tax tables on a recurring order, but a few years ago I was told I need to order and pay on line each year.

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Replying to CJaneH:
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By Paul Crowley
11th Sep 2020 18:40

They never accept they make mistakes
Do not believe partner really ordered twice

BUT they did send twice and he just meekly paid

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By Paul Crowley
11th Sep 2020 13:17

Read the email
Pretty clear to me.Could not possibly be misunderstood. Receiver should forward to the 'right' email or reply and instruct you to do so.

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By Southwestbeancounter
11th Sep 2020 18:11

Interesting to see how many have had issues with them - I thought it was just us!!

I had my Hardman's Tax Tables on repeat order like others and it ticked along nicely for years and then all of a sudden the chap who used to deal with it left and I have had issues ever since.

This year they sent the first edition out and then billed me more than I could have bought it for that day via their website and I was supposed to get a 10% discount for ordering in advance.

It took weeks and weeks to sort out and they told me that they had dispensed with the discount this year which still didn't explain why I was paying more than I could at that time by purchasing from their website!

Eventually they issued me with a credit note for the difference and I paid their bill but it was like pulling hens teeth it really was!!

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By Paul Crowley
11th Sep 2020 19:01

During the bounce back loan problem with Barclays, right at the beginning, I sent email links to appropriate threads on Aweb to two of the managers concerned.
Add this to your next email?

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By Andy556
12th Sep 2020 15:45

I quite liked the information I had from them at my job before I started out by myself.
I was about to look into signing up with them but this kind of thing annoys me so much to the point I won't even consider it now.

There are too many companies like this. It's a big circle, a little company sets up to compete with these types of companies who don't care. The little companies turn successful but then sell out to the big company and the process starts again.
A current example is Taxfiler and IRIS. Taxfiler was amazing until IRIS bought them out and I'm assuming it won't be long before a new company comes into the market to compete.

Rant over :) I just want good customer service, it's the best part about any company

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By Scott Houston
15th Sep 2020 10:19

Dear all, I am the Commercial Product Manager at Croner-i responsible for Tax and Accounting. I am sorry to hear that you have not had a good experience of dealing with Croner-i regarding your book order. Please can I ask you to contact our Client Experience Manager, Kate Morris ([email protected]), and we will deal with your query promptly. We always try to deal with all queries quickly and courteously, I'm sorry if on this occasion we have not got things right. Kind regards.

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Replying to Scott Houston:
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By Cheshire
15th Sep 2020 12:53

Scott Houston wrote:

Dear all, I am the Commercial Product Manager at Croner-i responsible for Tax and Accounting. I am sorry to hear that you have not had a good experience of dealing with Croner-i regarding your book order. Please can I ask you to contact our Client Experience Manager, Kate Morris ([email protected]), and we will deal with your query promptly. We always try to deal with all queries quickly and courteously, I'm sorry if on this occasion we have not got things right. Kind regards.

Did you bother to read the post about the book? It was sorted, by the dogged persistance of the poster, eventually.

Did you bother to read any of the other posts? Especially the one from the OP?

Only you didnt bother responding to those adverse comments for some reason.

Which makes me realise all the more that I was right to add a little note to my files which reminds me 'NEVER EVER EVER EVER sign up with Chroner-I' - this note after originally reading other posts on Aweb in a similar vein.

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Replying to Scott Houston:
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By fpdbookkeeping
25th Sep 2020 12:27

I followed up to that e-mail address about a week ago. There was no acknowledgement of the message I sent and no response. Apparently it has been ignored. This morning I have received "another" call from credit control utilising the same tactics as before to try and get money. I don't know if your people are lacking in ability, but this is a textbook study in how "not" to handle something like this.

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By Wanderer
15th Sep 2020 14:50

Having suffered similar in the past nowadays, if at all possible, I buy our books via Amazon.

Simple system, I want a book, I order it, I pay for it, they send it.

Avoids all this subscription, you didn't cancel 9 months and 2 days before the third Tuesday before pancake day blah.

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By Scott Houston
16th Sep 2020 11:00

Dear all, just to follow on from my previous post, needless to say, my invitation to contact Kate on [email protected] to talk through any problems extends to everyone who has been having difficulties not just the original poster. Kind regards.

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Replying to Scott Houston:
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By fpdbookkeeping
25th Sep 2020 11:53

Sad to say it, but despite following up on the email provided about a week ago, I have just had !!!another!!! phone call from credit control.

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By fpdbookkeeping
25th Sep 2020 12:07

.

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