Currently having to report Proton to both the Swiss Consumer Ombusman and Swiss law enforcement, following breaking consumer legislation, fraudulent business practises and theft of money. Truly appalled to find myself in this position, having always been a fan of Proton. I bought ProtonDrive on 3rd January. I cancelled on 4th January: the service was unusably slow and bug-ridden. It appeared to be in Beta. Received a spammy, tone-deaf email asking if I was "sure", and phishing for unpaid Beta testing feedback about why I didn't like the service. I ignored this email as I am really busy, under no obligation to waste time on this sort of communication. I had made it very clear I wanted to cancel. I was shocked to discover on 17th February that the drive still wasn't cancelled, and that the money still wasn't refunded. I wrote, expecting a sincere apology. Instead the woman gaslighted me and said it hadn't been cancelled because I hadn't cancelled within the 30 day period. I asked how on earth 1 day after buying was not within this period? She gaslighted me again and said that I hadn't "confirmed", so actually I was only cancelling on 17th February. I would only need to confirm if I had expressed uncertainty on the 4th of January. I expressed none. She then violated consumer legislation and said she could only give me credit for the remaining months. I explained this was illegal. She then gaslighted me again: she said she was going to make a special exception just for me, this one time, and give me a refund. She sought to gaslight me that this wasn't my right as a consumer, it was something she was doing as a favour. A month later in March, I discover that Proton has actually stolen money from me. The refund was 152 euros, instead of 284 euros, the full cash refund that they are required to give. They tried to pretend that the money deducted was for the month and a half service. How on earth can one and half months cost 152 euros, if a year costs 284? It can’t. I called on them to give me the legally mandated itemized receipt for the refund. Silence That isn’t a mistake: that is criminal behaviour. It is theft, unambiguously. At this point I realized that Proton are a fraudulent operation. I take this really seriously, hence the steps I am now taking. I am open to the possibility that this woman, Mimi, and her colleague who were just rotten apples in an otherwise trustworthy company. I call on Proton to make this right. I am extremely distressed as I loved this company, and now feel deeply unsafe.
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