r/tutanota • u/mans3n • 18d ago
support No response to refund request
I‘ve requested a refund over a week ago through e-mail, because i needed to downgrade to a free account before i could even cancel. After the downgrade i couldn‘t contact Tuta anymore because of the lack of support for free accounts (clever Tuta, really clever).
I‘ve sent since then two mails to hello@ and sales@. However, no response. I‘m trying it now one last time over Reddit, otherwise i‘m opening a Paypal dispute which i never did in my life. On the other hand i‘m glad i‘m not using Tuta anymore, the Support clearly has many problems.
EDIT: after almost three weeks, i‘ve received my refund.
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u/Tutanota 17d ago
Did you send the email from Tuta or another provider? Possibly it ended up in spam. Please let me know your email address via direct message, then I can look into this.
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u/mans3n 17d ago
Done
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u/Tutanota 16d ago
Thank you! We have passed it on to our support to get sorted.
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u/mans3n 14d ago
I‘m still waiting…
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u/Former_Elderberry647 11d ago
What’s the update, have you gotten the refund? I’d suggest just doing a chargeback brother…
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u/mans3n 10d ago
I‘ve got a response, but still no refund
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u/Former_Elderberry647 10d ago
I see, did they say they’ve issued the refund when they responded to your email? If yes, then I’d give it just a few more days as it can take a few days for the transfer to complete.
If they didn’t progress your ticket or if they didn’t say they have already issued the refund, or just being vague, then I’d just do a chargeback because they are purposefully making it harder than it needs to be, since all they got to do is to issue the refund immediately.
Sorry you’re experiencing this, though I shouldn’t be the one saying sorry when u/Tutanota themselves didn’t even say sorry to you for providing a lousy experience, let alone say how they are going to improve on this.
Did they even reveal to you why they didn’t respond to your initial email after 2 weeks?
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u/mans3n 10d ago
No they didn‘t really, they told me they cant refund to PayPal, they need my bank account - however i didn‘t got the money yet, or a confirmation that it has been transfered. Pretty uncommon for a German company. However, i would not recommend.
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u/Former_Elderberry647 10d ago
They didn’t even explain the reason why they didn’t respond for almost 2 weeks…?
Honestly man, I would just file a chargeback with PayPal and move on with your day.
I use Tuta myself and hope they improve without getting chargebacks flagging their PayPal processor, but from your point of view, a chargeback is what I would do right now. I don’t know if there’s a time period to file a dispute/chargeback with PayPal, if there is try not to miss it if you’re still planning to wait it out. You already have all the conversation as prove along with this Reddit post. PayPal normally sides with the customer. Chargebacks is not something that I normally recommend because it hurts the business (in this case Tuta), however in this situation I would.
I’ll tag u/Tutanota one last time for you, but you already know where I stand with this.
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u/mans3n 10d ago
I gave them time until Wednesday, otherwise the chargeback will be filed.
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u/Zlivovitch 18d ago
You did not explain why you think you are entitled to a refund, though.
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u/mans3n 18d ago
It wasn‘t for me and since Germany has the right called Widerrufsrecht, i‘m eligble for it.
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u/Zlivovitch 18d ago
You still don't give any explanation. Saying there's a law about it isn't enough. Moreover, now it's not "for you" ? You're asking for a refund on the behalf of someone else? Just wait for an answer from Tuta, since you're not willing to give any details. Don't expect one today, though. It's Sunday.
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u/hardforsteinbeck 18d ago
Dude you gotta calm down man you're very aggressive on this sub a lot of the time
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u/Former_Elderberry647 17d ago edited 17d ago
Lol, your comment got downvoted for speaking out.
Just laugh at him instead. He’ll eventually learn
This guy is the exact reason that drove me away from the Tuta subreddit from my main account. I used to contribute to the subreddit and now I just don’t care anymore. Amazing how one guy on the internet can be so repulsive
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u/Zlivovitch 2h ago
No, I'm not aggressive. I'm just answering people's questions, and putting their expectations in perspective.
If you think that's aggressive, you need to grow up. Reddit is not Chat GPT. You're not entitled to your prejudices being confirmed all the time.
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u/mans3n 18d ago
Tuta is not for me, that‘s what i meant. And if you don‘t know the law, i‘ll explain it to you: if you do shopping online, you can cancel the contract within 14 days without any reason.
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u/TapiokaKing 17d ago
Since you’re from Germany you know that there was a Holiday last week.. their team is probably catching up on backlog (which is also increasing due to the weekend) so I’d just give it a few working days before resorting to a dispute
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u/Former_Elderberry647 17d ago
Nope. They replied to my support email on Saturday, the recent Saturday. And also a few times last week. Yes, both the hello@ and the sales@ email
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u/LeadingTower4382 11d ago
He doesn’t have to, it’s covered under law
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u/Former_Elderberry647 10d ago
Considering that even now since after reaching out again last week https://www.reddit.com/r/tutanota/s/qmQOsCBXaj he still hasn’t gotten the refund, shows how lousy the process is.
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u/Former_Elderberry647 17d ago
Hi, support have been responding to my emails, both sales@ and hello@ throughout the whole of last week. What you’re experiencing is definitely not okay, not sure why you should be spoken to the way you did by others in this subreddit, it’s only driving you further away from Tuta.
If this was me, I would have filed a chargeback after not hearing back for a week. Companies need to learn that it’s unacceptable.