LastPass will autorenew a cancelled account

https://twitter.com/ThrillScience/status/1619705241167106048

by fortran77 • 3 years ago

48 14 3 years ago

notlukesky• 3 years ago

I wonder if this is deliberate like some of the dark patterns employed by the likes of the NY Times when it comes to canceling subscriptions (almost impossible). Or is it just human error of having a separate billing department and the changes from splitting up with the old billing system?

acdha2• 3 years ago

My assumption is that it’s both: it’s seen as a cost so nobody is investing in making it better as long as they can shift most of the cost to the customers. The people who never check their bills are going to pay for a fair amount of customer service time for the people who do, and a cynical manager can look at that and say they’ll only lose money by spending time on it so why bother?

shishy• 3 years ago

They probably just forgot to delete the subscription in stripe or whatever they use to manage it after the account was deleted? Sounds like a bug and not intentional? Can't imagine it is, they'd have to put more effort into customer service to handle the refunds anyway..

fbdab103• 3 years ago

I am well past the point of assuming stupidity instead of malice when it comes to consumer companies.

voakbasda• 3 years ago

I actually think some companies intentionally leverage this benefit of the doubt against their customers. No one would believe they would be architected to be hostile to their own customers, but that very well be the most profitable option for them.

qaz_plm• 3 years ago

Stop making excuses for poor behavior. Demand better.

fortran77• 3 years ago

The email received when you cancel LastPass says: "Your Lastpass account has been deleted and all your data has been purged from our systems."

See: https://twitter.com/ThrillScience/status/1619772172616212480 from that twitter thread.

This is clearly not true if 4 weeks later they email you about auto-renew.

acdha2• 3 years ago

It’s a company with $200M in annual revenue. If they can’t afford to pay somebody to fulfill their legal obligations, they don’t deserve your contribution of pro bono PR.

Spunkie• 3 years ago

We went to go cancel our lastpass business account last year and it was basically impossible to do without calling them up on the phone.

We also switched our billing CC to a generated one with a $1 limit before canceling because this is the exact type of shenanigans one should expect with lastpass or any logmein company for that matter.

zwaps• 3 years ago

Had the same with todoist: account deleted, still pulled money.

To be fair, I got it resolved + my money back after a handful of e-mails.

tvbusy• 3 years ago

Won't be surprised if the idea behind is to get free money from people who can't be bothered or not able to call.

fwlr• 3 years ago

In the travel and accommodation industry it’s very common to have these things called “virtual credit cards”. Essentially, you pay booking.com for the room and booking.com has their banking provider generate a new credit card number and put exactly that much money on it, then booking.com gives that number to the hotel for them to charge it. It’s a great solution for preventing extra charges.

I would love for banks to provide this kind of service, even in a limited fashion, to customers. When you give me a card number, assign me a range of numbers instead - that way I can give out a different number to each subscription service and no matter how much they load up their unsubscribe procedure with dark patterns I retain the option to simply revoke the card.

qrohlf• 3 years ago

privacy.com does this and it is quite good. You do lose the ability to collect rewards points on purchases though.

LastPass will autorenew a cancelled account

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