Every attempt to contact support and discuss the issue was ignored, I submitted a cancellation request form before being charged but for some reason the subscription was not cancelled. What's worse yet is I'm even using the service, it was in my opinion not worth it. It took 3 cancellation request forms all filled in and submitted before the subscription was actually cancelled. I know amazon got into a bit of trouble a few years back for taking a similar stance with their prime service and ended up paying millions in fines. I would not be surprised if the same happened here. I would say refusing to issue a refund due to service failure and given I have not been using the service would be unreasonable. I feel not issuing a refund would be in violation of my rights as a consumer. It's quite appalling behaviour at any rate, they should really have a proper refund policy that's fair to the consumer. I've already let support know that I will be passing this information on to an ombudsman if we cannot come to a resolution within the next 14 days.