ComplaintsforKapwing

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I upgraded my account with Kapwing in order to do some video editing. I selected the monthly charge of $24. However after I checked out, I received an invoice for $192 which is the yearly plan. I reached out to them right away to let them know that I was charged the wrong amount. They replied with: "We always strive to be clear and transparent with our pricing, by listing how much will be billed by displaying the total amount and showing that you have select the annual plan. Even though annual is the default plan selected at the checkout page you have the ability to change it by toggling to monthly before selecting submit payment. When you change the plan the total amount due also changes to reflect the plan selected. Based on our Refund Policy, we do not issue refunds for subscriptions once you decide to upgrade to a paid plan. To ensure users are making an informed decision to upgrade, we offer a free version to all users to test our software before deciding to upgrade to a paid plan and list the limitations on our pricing page." I was advised to cancel. I replied and tried explaining that I did choose the monthly plan and was just charged incorrectly. I received the following in return: "When reviewing a request for a refund, we carefully assess any technical errors that *** have occurred on our end that could have resulted in the issue that the user experienced. After reviewing your request, we were unable to identify any technical errors on our end. We strive to be transparent by fully disclosing that all subscriptions are auto renewed until canceled and with our subscription selection process during checkout by clearly highlighting the option selected and showing the total due now, which changes as you click through the annual vs monthly option. Based on our Refund Policy and the information you've provided, we are unable to issue a refund regarding this matter." I am just requesting to be refunded for the over charge.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a monthly Pro subscription on September 22, 2022. After using the online software for a couple of weeks, I determined that the software's features and functions did not meet my business requirements, and I attempted to cancel the subscription to ensure that it didn't renew the following month. On October 23, 2022, I was billed $24 again, so I realized I had not properly completed the subscription cancellation my first time. I immediately went through the cancellation process again, and to be completely sure that the subscription was canceled, I also deleted my account. I neglected to fully comprehend the warning message that was presented, which stated that if I deleted my account, Kapwing would no longer provide support or issue refunds.I emailed Kapwing, explained the situation, and requested a refund for the Oct 23 payment. They refused, explaining that because I deleted my account, they would not support me. Their system does not provide a grace ****** to undelete accounts so that they could service it.In effect, I paid for a service that they are not providing me, which at the minimum, I view as unethical. Further, I contacted Kapwing immediately after receiving the Oct 23 billing, thus am requesting a refund for services that had not yet been rendered, which have not to date been provided, and which I do not need or want.I am happy to have paid $24 for the services I used from Sept 22 - Oct 22 and am simply requesting a refund of the $24 I was charged on Oct 23.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a web based program because of what the company promised I would be able to do with editing a video. Once I started using the program I discovered it wasn't what was advertised and I could not even use the program without it freezing every minute. I tried other computers, and had the same issue. I reached out to the company via email right away and explained the issued and asked for a refund. They refused saying it wasn't a technical issue. I disagree and want a refund of $24.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The Kapwing website processed my payment when I inadvertently hit "enter" (at the step circled in the attached document), which charged me without selecting "submit payment." I was not able to review terms/switch to the monthly as I intended and was charged $192 for pro service. I notified customer service within 3 minutes of the error, and they refuse to refund due to their "no refunds" policy. Beyond the fact that I never hit "submit," confirmation steps are typical for collecting payment via web to ensure this doesn't happen to customers, and this was not present. I suspect that this is a recurring issue, and possibly purposeful, based on the customer service response. They had videos "at the ready" to try to explain to me why I'm wrong and not owed a refund.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Well when i purchase Kapwing pro plan for $24.00 .. purchased date was 11/14/21 had all kinds of issues it was freezing up each day throught out the day .. i was able to log in only 4 times ,, then most days up until now ive complaint to the members that im not able to log in with many attempt .. then i also sent them screenshot .. they responded saying they received my complaints .. but not able to receive my screenshot they said they could not receive them .. but then they said they were too big ..and to send them again .. i suggested to them to send another email because they one they have is not receiving my emails which is a big problem .. they never sent another email .. but any how i requested a refund many times until they finally emailed me that they would not give an email .. long ago i had spoke to my bankers that i dont trust them .. because in my account they have an automatic reaccuring withdraw and to many withdrawals of 10 cents like 5 .. so my banker block them .. and i told them so .. and that i want a refund .. they said that they would not refund but according to their policy which is a copy below about their refund .. they are suppose to refund me and what they did was sent instructions on how to delete my account .. but they know i cannot delete it because .. ive been complaining to them in many emails about not being able to log in .. they have disabled my account so that i cant cancel .. then therefore they are waiting for time to surpass so that they can charge me again .. this is why i suspect them and had my banker to block them from doing this .. i purchased my pro plan with them on 11/14/21 and according to their policy i can receive a refund if it is before due date and i would have to log into my account to cancel or and delete my pro plan and i cannot log in and they know that they disabled it ...so im seeking a refund from Kapwing in the amount of $24

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