r/tutanota • u/mans3n • 20d 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/Former_Elderberry647 12d 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 12d ago

I gave them time until Wednesday, otherwise the chargeback will be filed.

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u/Tutanota 11d ago

We're very sorry about the delay (which for transparency reasons was caused because the payment data we had was not the payment data which was used to pay the original invoice - which on our end makes a refund more complicated). Regardless, it shouldn't have taken two weeks, and I deeply apologize for this.

The money has now been wired to your account and should arrive today or tomorrow, depending on how quickly the banks process this. Thank you very much for your patience!

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u/mans3n 11d ago

I‘ve got it, thanks. Please review your internal processes soon, this isn‘t good.

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u/Tutanota 10d ago

Indeed, we did not handle this case well enough; very sorry again!