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That’s definitely a fishy tactic to keep users around. All in all I have been satisfied. But I am using this review as a way to 1. Notify you of it. Because I am sure it will not be something most people appreciate. 2. Hopefully let Apple know of it, because there are many users like me who started using this service by downloading the app from the App Store and then converted to credit card subscription so they can use it on their Mac as well. Here’s the whole story: I started using this service with the iOS subscription. I then needed it on my Mac so I move to a CC subscription. Now I wanted to cancel it I went to the site. I search ‘cancel’ in the help section and there it was written that ‘Customer paying with credit card or Paypal will not see manage settings if they have already turned off automatic renewal. For further assistance please contact the express vpn support team via live chat. On the chat with the support person they I said I wanted to cancel my subscription. The rep told me ‘Thanks please bear with me for 2-3 minutes while I quickly review your accounts ‘ the immediately followed with asking why I was to leave the service. I replied that I find it a fishy tactic bit to provide with a cancel button. The rep then told me that there’s actually a way to do that. So I went ahead and did it. I still think it’s not cool.

I think the customer support will be able to explain or pass this to CEO or CPO. After being your customer for nearly 3/4 years, I decided to cancel my membership/subscription. I just cannot and will not finance companies, especially in tech, which cannot be extraordinary at customer service. If this is still not clear for the CEO, then it is time to reevaluate the strategy. The customers, especially the paying ones, might not be right and are difficult sometimes. I am not an exception, but you guys were accommodating and receptive, and then, COVID19 happened, and all the live chat and assistance happen to be inadequate. It is not the support team who should be evaluated by all means but the individual in the company who takes away from the customers the functionality to solving issues (live-chat), which your customer support team does well, as far as all my prior experiences. In another symbolic way: you cannot win a Ferrari race with a Mazda! I would have been very much happy if the customer support team was given the right tools to interact and support the customers like me! Stakeholders should feel personally responsible for what this product became. I just checked the rest of the reviews, and I believe this is just confirming my opinion.

Everything starts off fine, but after about a month the issues will start. At first I thought it was just my wife and operator error, but a month later I started to have more and more issues. So let’s begin.... do you love scrolling through your news feed or watching videos on Facebook? Not anymore after a joyous ~15min you’ll be forced to troubleshoot your connection as it drops and struggles to reconnect. When and if you get it working again, usually by manually disconnecting or switching locations Facebook will force you to begin anew as it refreshes your feed since you just got on the internet...again. You will get to spend quality time with customer service time and just when you think their advice worked... guess what... it didn’t. Lost connection, waiting, manually disconnecting, trying to reconnect, waiting, manually disconnecting, switching locations, more waiting, manually disconnecting, switching locations, and more waiting, deleting app, reinstalling app, more waiting, resetting settings to prescribed settings per customer service, trying to connect, more waiting, restarting your phone, more waiting, contacting customer service, new prescription settings, and finally a connection till you guessed it... tomorrow or sooner just to start again.