I'm posting here as a last resort before escalating to consumer protection authorities.
The situation:
Back in November 2025, my minor child (has autism and ADHD) accidentally made a $399.99 lifetime bundle purchase on my SLR account. I contacted support immediately after seeing the charge.
What happened:
• Nov 7, 2025: Opened ticket #66877 requesting refund
• Nov 19, 2025: SLR agent "Alex" responded:
- Blocked the account (fair, I understand)
- Refused full refund citing "content consumed"
- Offered partial refund of $187 with 72-hour pressure deadline
- Stated partial refund offer "valid during 72 hours"
I rejected the partial refund and requested escalation to a manager. I also asked for:
Proof of the "explicit consent" to waive 14-day withdrawal right (required under EU law for digital services)
Usage logs supporting the "content consumed" claim
Complete silence since then.
April 10, 2026: I sent a formal legal notice via both:
- Direct email from my address
- Formal letter from legal counsel
Both requested:
Full refund of $399.99 (14 days deadline: April 24)
GDPR Art. 15 data access (30 days deadline: May 10)
Result: ZERO response. Both deadlines passed or about to pass.
Why I'm posting here:
Before I file complaints with:
- CNIL (French data protection authority)
- IP RS (Slovenian data protection authority)
- DGCCRF (French consumer protection)
I want to know: Is there ANY way to escalate within SLR that actually works?
support@slrmembership.com is a black hole. The tickets are closed automatically with "we haven't heard back" (even though I replied multiple times).
Legal basis for the refund:
Under French law (Code civil art. 1146-1148), contracts entered into by minors are voidable. Under EU Directive 2011/83/EU Article 8, minors cannot give valid consent for online purchases. Under Slovenian Consumer Protection Act (ZVPot), this applies to SLR as well.
The "content consumed" argument doesn't hold when:
The purchase itself was invalid (made by a minor)
No proof of explicit consent to waive withdrawal rights
Account was used for days before I even saw the charge notification
I'm not trying to scam anyone. I immediately disclosed it was an accidental purchase by a minor. I acted in good faith. Six months of silence is not acceptable customer service.
Has anyone else had success escalating past the standard support email? Any direct contacts that actually respond?
Thanks for any help.