Ah thanks for that, I thought it was clear on a web browser as well though she signed up via the app so maybe less screen space so may have been less so. Thanks also for the info regarding reporting to the ICB.
Have since noticed in their faq that if a premium card is in negative balance for more than 60 days then it gets demoted to a standard card and she just has to pay the two monthly charges up to that date plus two charges of €3. So it looks like the downgrade that she was asking for and they said wasn't possible actually happens automatically after 60 days if she does nothing. Unusual but hey.
I am a very engaged with tech and I can say that this exact same problem happen to me. And NO the payment was not clearly displayed at all. I signed up from a promotion that brought me to the app and no once along the sign up process was the €9.99 pm shown. I contacted customer care and offered to pay the month that I had used, even though I hadnt used any of the features or registered the card within the app. The customer service were very 'copy and paste' and after several requests to speak to the manager they end the chat (in the app chat).Its fairly clear in the App that its a paid account too.
Your friend just wasn't paying attention
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