Good product but TERRIBLE customer service who ignore you
Signing up to join the Virtual School was easy enough although I did find the way the payment system confusing ( I can hold my hand up to that mistake) but to get some clarification I sent an email via their internal system that you can use on the site to contact them in regards to the payment plan. I didn't hear anything back. I then noticed that another payment had come out of my account which if the first internal email had been answered I could have avoided as due to the pandemic as I am sure many can relate to times are hard. They have an admin section within the login page so I looked to see if I can cancel my subscription from there I tried to remove my profile to see if that would help, all that did was stop me from logging in... I had sent another internal email before I had looked at the admin section to ask for a refund as I didn't want to continue with the Virtual school if my initial payment wasn't for the year and explained that I could no longer log in also. again I didn't hear anything via their internal email system. I sent the same message again via a normal email address I found. And again nothing. So I contacted them via social media and they told me to email the email address I had done before. they asked if I had done that now or previously and I said I had sent the email 3 days ago. Then nothing again. I sent another message via social media and then was told that they are not open on weekends and someone will get back to me as soon as they can. Finally, someone emails me on the same day saying they cannot give me a refund and due to the digital nature of their content they cannot give me a refund but they are excited to see what I do with the content I have paid for (that I can no longer access) to see what I can build in the future...I then email again saying I am unhappy with the r service nothing again ( I hope you can see the pattern by now) so I email and say ok if I cannot get the refund can you at least fix my access so I can use the product that I have actually paid for. I get a reply asking about errors and I explained what happened. Haven't heard back since. I have emailed again but it seems like they are quite happy to leave me with no access but take the funds that I would have stopped from even going in the first place if they can answer the first email. I had a lot of respect for the company and that's why I chose to sign up in the first place. But if anyone asks me about them now I wouldn't recommend it due to the customer service.
Date of experience: September 11, 2020