Abusive Subscription User Journey when coming back to Expensify after a few years...

TimWi

I am an early user of Expensify. I used it for many years. Then I stopped using it about 3 years ago. I stayed on the Free Plan to keep my account ready if needed.

That day happened yesterday. I logged in again into Expensify and explored the new version. I was trying to find out if the Free plan could provide an automatic publishing of the Expenses report at the end of every month... Then, I do not know how, a group plan got activated because of one of these parameters. I thought it was fine because it told me that I just activated a 7 days Free Trial.

Then I discovered the flawed and abusive User Journey.

The 7 days Trial advertised got confirmed into a Yearly Plan that I couldn't cancel for no explained reason. I think that it got abusively triggered because many years ago, I did use a 7 days Free Trial and therefore I could not re-use it. But it WASN'T EXPLAINED. I was not given ANY NOTICE, nor ANY CHOICE. The user journey was clearly abusive.

I believe this is flawed when you come back to Expensify after 3 years of not using it.

Screenshots below shows I am stuck in a plan despite the system tells me I still have 6 days left on my Trial.

What do you think ?

Victoria O'leary

Hi @TimWi

Thanks for taking the time to reach out to us about this. I am very sorry that you've had this trouble, this is definitely not expected behaviour and we're working to get this resolved for you as quickly as possible. I know you've also been chatting to our Concierge team about this so we will continue working with you there to get this matter resolved.

Cheers

Victoria

TimWi

Hi @Victoria O'leary

Thank you for acknowledging the strange behavior I describe in my post.

It felt so far away from the Expensify philosophy and product I loved so much many years ago.

Looking forward to the resolution. Happy to help you fix this abusive user journey.

Best,

Tim

TimWi

@Victoria O'leary

I am sorry to report that the problem is not solved. The abusive User Journey is still active.

Nothing has been fixed. Some people have tried to help but the root cause of this abusive User Journey has not been fixed.

Best regards

Tim

Lauren Schurr

Hi @TimWi - I can see that Concierge is working through this with you. Following the instructions we've sent there will be the best way to resolve this.