Paying for customer support is unethical.
When I was locked out of my account and needed to reset my email password, I discovered that I could only access support by signing up for a premium plan. This effectively forced me to pay for a service I did not want or need in order to regain access to my account.
Password recovery is a basic and essential function that should be available to all users, not gated behind a paid subscription. It feels unethical and exploitative to require payment for something so fundamental, especially in an urgent situation where a customer has no other option.
I am requesting a full refund of the premium charge I was required to pay.
I hope your team will review this policy, as it creates a negative customer experience and undermines trust in your brand. I look forward to your prompt response.
Megan Thomas
shared this idea