The Travail of Canceling SugarSync: A How To.

[Update: 10/28/16 – Some international users of SugarSync have reported issues using the link I included in this post. Thanks to Bill & JN for an updated link that appears to work internationally as well: https://www.sugarsync.com/account/cancel]

I started with SugarSync many hears ago and I’ve been a paying customer since October 2009 and have been a fairly avid supporter of them.

Over the last year or so I’ve found myself moving away from SugarSync and towards Microsoft OneDrive and Dropbox. I decided to cancel SugarSync and assumed I’d be able to login to my account and quickly cancel…if only I were that fortunate!

One can upgrade one’s account via the website, but you can’t cancel it.

A Partial Snapshot of Plan Details in SugarSync
A Partial Snapshot of Plan Details in SugarSync

Okay, slightly annoying. So how do I cancel? There is no contact info. I can find on the main site but there is a “Contact Us” link in the footer of the support page – that seems hopeful…

Nope, just a mailing address and instructions to use the support site from which I found the Contact Us link.

Screenshot of Contact Info on SugarSync

Fine, lets try searching the help desk (okay, I actually did this before looking at the contact info., not sure why I record this out of order). Entering cancel into the search area returns a link to this article: “Canceling a Paid Account.”

Here is where things get really frustrating. Take a look at the screenshot below:

Screenshot of Cancel SugarSync Help Article
Screenshot of Cancel SugarSync Help Article

Notice anything? Let me highlight three items:

  1. The cancellation department is only open from 10 am to 2 pm (4 hrs.) Monday – Friday. What?!
  2. In step 2 one is directed to “Open this article” and provided with a link, this link leads back to the article you were already viewing.
  3. The screenshot with “Chat with Cancellation Department” button is really great, except for the fact that it doesn’t exist outside of those 4 hours each day! It isn’t greyed out, it simply doesn’t exist.

(Okay, let me rephrase that, there is a chat button down at the bottom but clicking on it outside of hours makes it disappear (and nothing else) AND the button is in a different location than where it is shown in their screenshot)

Great. I’ve now let several months go by, I am no longer using SugarSync but every time I remember to cancel it it is outside of the specified hours or I’m busy. Finally, today, I decided to give it another go.

I happened to notice when I was logged out of the site a phone number for sales questions (1-877-442-1693, there appear to be multiple versions of the homepage, the phone number only sometimes displays). The automated menu had an option for billing so I selected it and was soon speaking with a nice man who assured me he would help me. He put me on hold and then sent me an email which he asked me to check. I opened it and to my surprise saw that he was not going to cancel my account, instead he was just directing me back to the same window:

Screenshot of SugarSync Support Email
Screenshot of SugarSync Support Email

I reached a real person who was responding to billing questions but apparently couldn’t cancel my account.

I’ve typed out this email while waiting for SugarSync’s cancellation department to open for its very limited hours.

I finally got into a chat with a cancellation department representative. After all that they gave me a URL to visit to cancel my account: https://davidshq.sugarsync.com/account/cancel. My guess is that this URL will work for anyone just by changing the davidshq to whatever your SugarSync username is.

I’m also guessing that one can use this link 24/7/365 to cancel an account…but you might still want to go through their cancellation department as they could claim that it wasn’t properly cancelled, etc. and you might end up still being billed.

And thus ends the story of my travails canceling SugarSync (I hope).

What You Didn’t Know About Canceling Your Health Insurance Through Healthcare.gov

I recently moved into a new part-time position which then became a full-time position and thereupon provided benefits including health insurance. Up until that point Sheila and I had been being hit with fairly large insurance premiums every month, so I was quick to call the insurance provider and request cancellation.

I was surprised when they told me that I’d have to contact Healthcare.gov to cancel my policy. Annoying, but not the end of the world and my guess is it is an accountability measure to ensure that insurance companies don’t cancel policies of individuals without their consent.

I called Healthcare.gov (1-800-318-2596) and asked to cancel my plan effective the 19th of June. I was assured this would be done. Great! I figured I’d have a nice partial refund check sent to me in a few weeks time.

I did receive mail from the insurance company – but it wasn’t the check I had been expecting. Instead I received a bill for July’s premium.

I called Healthcare.gov back and was informed that there was a thirty-day period between when they received a cancellation and when they submitted it to the insurance company. I balked. Thirty days? This should happen (and technologically is feasible) instantaneously!

I pushed back a bit and when they stood firm I acquiesced on one condition – they provide me with documentation of the thirty-day period. At this point I was given a case worker and then I waited to hear anything. Eventually I did hear – they had rolled back my insurance cancellation date to June 30th. This meant I no longer owed the insurance company anything but also that I would not receive a refund.

Today I called in again and was told that there was a 14 day waiting period. That they were sorry I hadn’t been told this before I canceled.

I again request documentation for this new shorter period. They suggested there might be some on the website…I found it: Cancel your Marketplace plan.

I could have canceled 14 days before the actual date I wanted the cancellation to occur if I had known about this 14 day period. I’m sure this may have been tucked away in some long-winded legalese that I reviewed at some juncture or another. I’m not happy about it, but it is a real policy.

Screenshot of cancellation policy for Healthcare.gov
Here is a screenshot of the cancellation policy as found on Healthcare.gov

The reason I share all this is to hopefully help others avoid losing out on premium refunds or being billed after their desired cancellation date.

Vouch – A Nifty Idea for Lending

Technology has enabled a number of innovative financial technologies that provide advantages to the consumer – Bitcoin with its anonymity and ability to transfer funds without exchange fees, mobile check deposits supported by most major banks, peer-to-peer lending such as Prosper and The Lending Club offer, and the list goes on.

The official Vouch logo.
The official Vouch logo.

Recently I received an email from Credit Sesame advertising Vouch – a lender that gives one loans based on one’s network. In the past if you wanted to secure a loan but didn’t have a good credit history (or a history at all) you needed to find someone to co-sign on the loan (or pay exorbitantly high interest rates).

The biblical book of Proverbs warns against giving oneself to unwise pledges (or co-signs):

“My son, if you have put up security for your neighbor,
if you have shaken hands in pledge for a stranger,
you have been trapped by what you said,
ensnared by the words of your mouth.
So do this, my son, to free yourself,
since you have fallen into your neighbor’s hands:
Go–to the point of exhaustion–
and give your neighbor no rest!
Allow no sleep to your eyes,
no slumber to your eyelids.
Free yourself, like a gazelle from the hand of the hunter,
like a bird from the snare of the fowler.”
(Proverbs 6:1-5, NIV; see also 11:15, 17:18, and 22:26)

The danger in co-signing is that one essentially places one’s own well-being in the hands of another. If that other person defaults on the loan for any reason – you become responsible to pay it.

In this life there are few things we are truly in control of – part of the wisdom of life is recognizing what we can and cannot control. Vouching unwisely is something we can choose not to do.

Now vouch is a similar concept to co-signing, it just distributes the risk. Whereas previously if someone borrowed $5000 and you co-signed you would be liable for the entire $5000, with vouch you choose a level of liability – $25, $100, $500, etc.

Assuming you vouch only what is within your means to easily repay, the risk becomes fairly low. Most people can afford $25 out-of-pocket as a one-time expense, if necessary.

The idea behind vouch is to offer lower rates by essentially having numerous co-signers on a loan. I know they like the term vouch – its less scary than co-sign, but imho, it is co-signing, just distributed.

This idea is pretty spiffy, if you ask me (ohh, you didn’t? well, I guess I’ll just tell you anyways!), because it could open loans to a demographic (those with poor/no credit history) at affordable rates where there has traditionally been reasonable option available.

P2P is great if you have a good credit score – but it isn’t worth a hoot if you recently went through bankruptcy, a recession, etc.

Let me give a few examples of scenarios where I see Vouch being a valuable option:

  1. John lost his job in 2008 in the recession, over the next several years he built up $25,000 in credit card debt and his credit score declined as he had to sometimes delay paying a credit card bill to ensure his electric wasn’t turned off. At the moment he is paying 20% interest on this debt. He has recently secured a new job which pays well, has good benefits, and historically John has always been a faithful, hard worker – but his credit history is still horrible. John gets a number of friends and relatives to vouch (co-sign) $25-$100 for him and is able to refinance a significant amount of his debt through Vouch at 10% interest.
  2. Mary is heading off to college but needs an additional $2,000 to pay for her first semester. She has already taken available of all the grants and scholarships available and also the reasonably priced student loans. She now has a choice between taking out a loan from a lender who will charge her high interest due to her lack of a credit history, or she could use Vouch to allow a number of family members (parents, grandparents, aunts and uncles) to co-sign with her. Since her family knows she is responsible, they don’t mind “promising” to pay up $100 each if Mary should fail to meet her obligations. They know that Mary will not fail excluding some extraordinary circumstances.

This also makes sense for the lender. The lender is spreading their risk out. With a traditional co-sign loan one can pursue those who have signed the loan (say two to four people) to get back one’s money, but if these individuals are unable to pay, the lender is out of luck. Whereas with a system like Vouch one can spread the risk across dozens or hundreds of people – and statistically it is less likely that all will be unable/unwilling to pay (especially since it is a smaller amount) which means there is less risk for the lender of losing their investment.

This is a screenshot of the dashboard one is presented with after registering on the site.
This is a screenshot of the dashboard one is presented with after registering on the site.

I have not used  Vouch, I just think it is a neat idea. I’ve setup an account, it was fairly easy, and am waiting for them to reply to me with info. about what I would qualify for…and whether Vouch ends up being a great business or not, the solution is fairly ingenious and I hope it will take off.