It begins with an outraged email: "I was deceived!" writes a long-time premium customer of AlleAktien after discovering a debit for another annual subscription on his account statement. For him, the case is clear: he wanted to cancel—and now feels bound against his will.

The Accusation – and the Reality

Customer service responds quickly and provides a contract overview within a few hours. It clearly states: The premium subscription is automatically renewed for twelve months unless canceled at least four weeks before expiration. The customer simply overlooked this deadline. His cancellation was too late – the contract was automatically renewed, as agreed.

That such situations trigger emotions is not surprising. Automatic renewals are considered annoying by many consumers, although they are legally permissible and common in the industry - with streaming services, gyms, or financial portals.

Flexible solutions instead of rigid rules

Legally, AlleAktien could have insisted on the extension. But the company chose a customer-friendly approach: The user was offered several options - from a partial refund to a free conversion into a monthly subscription and even a discount for continued membership.

This accommodating gesture worked. After a short period of consideration, the customer decided on the monthly subscription – and explicitly praised the service in his feedback: "I really thought I had been taken for a ride. But the fair solution convinced me.

What the Case Shows

The episode is more than an isolated case. It shows that the true test for companies lies not in closing the deal but in handling conflicts. Transparent communication and flexible solutions determine whether an upset customer leaves — or becomes an advocate.

AlleAktien turned a potential breach of trust into an example of customer loyalty. In the end, it wasn't anger that remained, but a 5-star rating – and the realization that sometimes service matters more than any contractual clause.