JustAnswer

Hello, I hope this message gets to Jaime Park, Customer Care Leader. Today, I was looking for troubleshooting online for a question about a problem with my dishwasher. After talking to the bot, she said that I would be charged 5 dollars and gave me a pop-up for the transaction valued at 5 dollars. I decided to go ahead to see if it would give me answers. I talked to a person, and the service was very good, but then in the afternoon, I checked my account and found a charge for 50 dollars. I started immediately a chat with a bot and they passed me to Robert, and I will paste the conversation. I was never told of the 45 dollars membership; I never agreed. They never said that amount; she said 5 and the receipt was 5 when I did the transaction. Peter was not understandable, and he kept saying that was the membership and never offered more than canceling the next month's membership. That wasn't the point; I was charged an amount that was never told anywhere. After a few sentences, he decided to close the chat.

Here is the first conversation with Robert.

Robert, Customer Care Agent

Hi, my name is Robert. Thank you for patiently waiting. I just need a quick moment to review your chat with Pearl. May I have your name, please?

Hi Robert, this morning I checked on your webpage, and I was asking about a malfunction of my dishwasher. Then it said a 5 dollar fee to receive a call.

I was charged 50 dollars.

Robert, Customer Care Agent

I certainly understand your concern. But please don't worry; I'm here to help.

I already pulled up your account using your email address.

Let me just go ahead and check your account. Thanks.

I reviewed your account and see that you agreed to enroll in a JustAnswer monthly membership and the following charges: a one-time join fee of $5 and a monthly membership fee of $45. This covers your first question and any questions you may ask until the end of your membership. The Offer Details page explains the payment terms and that you are authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment.

I'm sorry, but that is not right.

I never asked for a membership.

Nobody said anything about a membership.

Robert, Customer Care Agent

I understand; however, we're a membership-only service, so customers have to enroll in a membership in order to use our service, which is why you were charged 50 dollars.

Nobody said that!

On the invoice I paid, it said 5 dollars.

Robert, Customer Care Agent

When a customer visits our site, they chat with our virtual assistant to provide details about their question or issue.

They are directed to a payment page that explains the monthly membership cost and join fee, both collected at enrollment. If the customer doesn't want to enroll, they can decline the service entirely, as we only offer a monthly membership option.

Never said anything about a membership.

I would not be in here asking for this charge.

You can check the bot conversation... never said anything.

Robert, Customer Care Agent

Upon reviewing your account, you accepted our monthly membership offer when you posted your question. Our system requires this acceptance before allowing a question to be posted.

Not at all.

I wouldn't pay 50 dollars for something I don't know if it works.

Robert, Customer Care Agent

I will opt you out of the membership, ensuring you won't receive any further charges.

I won't pay this charge.

This charge wasn't what I was told.

Robert, Customer Care Agent

I understand, and I respect your decision if you don't want to pay that charge.

I was willing to pay 5 dollars as I was told.

Robert, Customer Care Agent

We understand your concern, but only the customer can enroll in one of our membership plans; it's never done automatically by the site.

I was researching for troubleshooting and never asked for a 50 dollar membership to ask a question.

Actually, the payment is after some minutes of talking to the bot that never mentioned the membership thing.

It's not done automatically; I was told to pay 5 dollars.

And you charged me 50.

Robert, Customer Care Agent

I believe I have provided you all the information that you need. I will disengage from this chat session. Please feel free to reach out to us again. Thank you for visiting JustAnswer.

After he closed the conversation abruptly, I tried again, and guess what? It was Robert again!

He acted like he didn't know anything and asked me for my phone number to pull my account. I asked for a reimbursement; here is the conversation:

Robert, Customer Care Agent

Hi, my name is Robert. Thank you for patiently waiting. I just need a quick moment to review your chat with Pearl. May I have your name, please?

Connected

Valentina Sanchez Robert

Robert, Customer Care Agent

Hi Valentina, I already pulled up your account using your email address.

Let me just go ahead and check your account. Thanks.

May I know the reason for this refund request?

I was charged more than supposed.

Robert, Customer Care Agent

I certainly understand your concern. But please don't worry; I'm here to help.

I reviewed your account and see that you agreed to enroll in a JustAnswer monthly membership and the following charges: a one-time join fee of $5 and a monthly membership fee of $45. This covers your first question and any questions you may ask until the end of your membership. The Offer Details page explains the payment terms and that you are authorizing JustAnswer to automatically charge a subscription fee for each month of enrollment.

Before proceeding with your request, I'd like to confirm if the phone number linked to your account is capable of receiving SMS, ensuring you receive an SMS confirmation.

786547****

Robert, Customer Care Agent

We're initiating the cancellation of your payment. You will receive both an SMS confirmation and an email confirmation for this transaction. If you don't find it in your inbox, please check your junk or spam folder.

Thank you, and remember not to close your chats with customers when you don't want to give answers to the customers.

Robert, Customer Care Agent

You’re most welcome. Is there anything else I can help you with?

I have the conversation saved and will send it to support. Hope you are not the only one that works on the platform.

Is this called fraud?

Robert, Customer Care Agent

I understand that you're upset. I provided all the information on why you received a membership charge to your account.

And closed the chat.

You ended the conversation when you wanted.

The conversation is saved... don't worry...

At the end, I have the reimbursement, but frankly, the service I got from the technician was good, but from your customer support agent is deplorable. I hope I can hear from you just to make sure that the problem is not the company and that the actions and service from Robert don't represent your company.

Valentina Sanchez

I asked a question of your service on May 24, 2026, and received an answer which I appreciated. However, at no time during the call was it explained that you were charging me $70.00, and I was never told that I was getting a monthly charge.

I called you as soon as I received my credit card bill, which is today, July 1st, to make sure that my account was closed. I closed it following my call on May 24th, but you neglected to close my account. Now I am being billed for the month of June, and I was told by your customer service agent that she was unable to refund my monthly charge for June.

I can't believe that this is the type of customer service that brings you repeat customers, and I am again asking that the charge for June 2026 be canceled from my Mastercard bill. Please respond as soon as possible.