Surprise Fees
Their fees are poorly communicated and customers are charged fees that are seemingly included in fine print. One has the impression that a “small refundable fee” of R15 will be charged, however, once you sign up, you are suddenly charged R15, AND R599 monthly subscription. This is likely in contravention of the Consumer Protection Act (in South Africa), and with JustAnswer having “experts” on their side, one would expect them to know this. I contacted the support agent, who did not want to assist me and said it was included in their terms of service. He then proceeded to cancel my membership without my request or permission. I thereafter contacted ANOTHER support agent and INSISTED on a refund, per their own refund policy communicated on their website, after which I received a refund of the R599. ***For others that have been tricked by their fees, their website states the following***: “How can I get a refund? We will be able to process refunds only in the following scenarios: You did not get any answer to your posted question, or You are not happy with the quality of the answer provided by the Expert A refund will be given only for the current month of your membership.” Thus, ensure that you insist on a refund once you realised they have charged more than quoted. In my instance, I copied the above policy of theirs into the chat and insisted on a refund, although the agent was reluctant. Finally, they refunded the R599 monthly subscription fee.
