Karen K.

I received a digital Vanilla gift card for $200 (with a huge VISA logo — very misleading since VISA has nothing to do with this company) from family members. I tried to use it and it was denied.

I checked my balance at the website and it was ZERO. The record on the website showed that someone in another state had wiped out the entire balance at a string of different gas stations. My card number had somehow been stolen.

I called the 800 number and was on hold for *25 minutes.* The CSR I spoke with told me that since the card was digital (emailed version) he had to transfer me to a different department, and I was put on hold for *another 25 minutes.*

The 2nd CSR created a case for me and said it would be reviewed by the management team, and I'd be notified via snail mail if I was going to be reimbursed. Eventually, a replacement card showed up in the mail. In order to activate it, I had to call another 800 number.

I called the number and was on hold for *20 minutes.* I connected with a CSR who took another 10 minutes to activate the card. He said I could use it in 24 hours, but I didn't receive any record/documentation that the card was activated. They have a horrible system. I don't even know if my card is truly activated. I have a feeling that when I try to use it something will go wrong and I'll have to spend another 30 minutes in their Customer Service Black Hole.

I'd like to be reimbursed for the 80 minutes (total) I spent on the phone with Vanilla just because they allowed someone to steal my card number. Probably someone who works for the company.

There are many other ways of giving people money as gifts. Avoid this one like the absolute plague.

I won't be renewing my subscription and will be using the free version instead. I signed up via the website for a $64.99/yr subscription to "Pro." I wanted to use UG on my mobile phone, too, so I downloaded the app on my phone (UG is supposedly cross-platform). I tried to login with my website password and I couldn't. I ended up giving my credit card info again, thinking that the app version needed that info, too (as proof of subscription), in order for me to log in. I ended up subscribing — again — to "Pro + Courses" for $59.99/yr.

I contacted support about accidentally subscribing twice, and they said they'd fix it, but they never did. So I've had 2 subscriptions to Pro for some months now. In my website account, I can see the $64.99/yr subscription, along with the renewal date, but *I can't cancel auto-renew.* There's no way to do that, zero. I had to contact support to do that and it was a huge convoluted email conversation with two different support people who really did *not* get what I was asking for (or didn't *want* to get what I was asking for).

These are all red flags to me, and I won't be renewing my subscription, I'll find another way to get tabs or use their free version. Why are companies slimy like this? Just be honest & transparent & give your customers control to renew or not. People will like you better and your service will be more popular and successful. Just treat people right, it makes everything better, for both the company and their subscribers (and the poor support people who are trained in a culture of slime and encouraged to treat subscribers with suspicion and contempt; what a miserable work-life).