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Business Profile

App Developers

Prequel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in App Developers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/22/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for a free trial through the prequel app on my Iphone. I cancelled my free trial in advance and am still being charged ****.. I emailed the company twice about this issue and they stated that I needed to cancel my free trial and I explained to them that I already had done this. I have attached the email to the company I wrote and their response. As of 11/12/2023, this issued has not been resolved. They are still trying to charge me $**** for a product that I did not use.

    Business Response

    Date: 12/11/2023

    Hello The BBB Team,


    We appreciate the opportunity to address the matter at hand.

    Firstly, it's important to note that Prequel **** is a reputable service provider, trusted by millions of users globally.
    We were surprised by the communication from your service, as we have no record of any collaboration with your portal and unaware of the presence of Prequel ****'s company profile on your platform.


    Concerning the mentioned case, Prequel **** implements monetisation tools through subscriptions and in-app purchases both. 
    We'd like to bring to your attention that based on the screenshots, the user had a subscription that ended on ****, acquired through the Apple Store. After the subscription expired, the user made an in-app purchase, also through the Apple Store. These payments were operated by Apple.

    App developers or service providers, do not have the ability to directly cancel subscriptions purchased through the Apple Store or any other app store. The process of managing and canceling subscriptions is typically handled by the platform from which the subscription was made.
    For subscriptions purchased through the Apple Store, users can manage their subscriptions directly through their Apple ID account settings. The user can cancel or modify subscriptions, and refunds are subject to the policies of the Apple App Store.
    If a user encounters issues or has specific questions about canceling a subscription and obtaining a refund, it's advisable for them to reach out to Apple Support or follow the procedures outlined by Apple for managing subscriptions.

    We provided the user step-by-step guidance, taking into account the information available. This underscores our commitment to transparency in our communication and assistance process

    We would appreciate further clarification from your side if any parts of the matter remain unclear.

    We find it important to mention, that given that subscription and payment matters involve confidential information about the user, we are able to share them gently. Moreover, messages or comments on your website *** contain personal data, and we cannot assume responsibility for filling out the Prequel **** profile on your platform.
    We are confident that support-related questions for our users can be addressed directly to Prequel support, and we urge against posting any messages about Prequel **** or our products on your website.


    In the event that inaccurate information about our company or services is published, we reserve the right to pursue all available legal remedies to prevent the disclosure of sensitive information, commercial details, and other data that we find private.


    All correspondence regarding this matter should be directed to our **************** at ***********************************. 


    Thank you for your understanding and cooperation.

    Sincerely 

Prequel is NOT a BBB Accredited Business.

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