Charged, yet not received any ink.

[Edy_]

Hello everyone! I am bringing a rather weird problem I have noticed. So, let's start from the beginning.

I have bought a new printer for my mother, a DeskJet 2710 All-in-One Printer. As I opened the HP Smart app, I was prompted with the 2 free months of free Instant Ink, and of course, I took up on that offer.

Now, time skip 15 days until the trial was over, I canceled it because I didn't feel that we required it anymore.

Everything went well, until today. I got a notification that I got charged 150RON (eq of 30 euros as of today). I was confused, since I had canceled the subscription 2 months ago, and last month I have not been charged a penny. Now, this is a pretty big sum of money for us, also considering we have not received ANY Instant Ink Cartridges during this 2 month period. The only package we were sent was during the first month of the trial.

Now for some other important details:

I am 100% SURE I canceled the trial.

Upon fiddling with the HP Smart app, I found the Page Count window and noticed some confusing things.

1. Under "My Plan" Page, it says I have subscribed to the "50 pages a month" plan. I have to add when signing up for the trial, I selected the 15 pages month plan.

2. The month before, it also shows that I have printed 217 pages, but no charge. This month, 301 pages, and the HUGE charge I received today.

I also want to say that after canceling, we bought 2 new original HP cartridges from the store in our city.

Now, I would really like to get my money back, since, as I said: I was charged after canceling the subscription, I have not received ANY new Instant Ink Cartridges and have gotten no emails telling me that the trial had been converted to a normal plan, or that I had subscribed to another plan.

I have gotten no help from the virtual assistant whatsoever, and the Helpline isn't available during the weekends...

Thank you for your help.

[Kumar0307]

@Edy_, Welcome to the HP Support Community! I’m here to help.

Apologies for the inconvenience caused. To assist you better, I would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

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Hope this helps! Let me know how it goes. 

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