Refund - Money taken after cancelling

This is my 15 year old sons account. He cancelled the auto renewal back in August. Money was still taken from his account on 30 Jan. He has three licences which none have worked therefore not been used. I even had to set up an account as it stated that his email address (which avast have used to confirm auto renewal was cancelled) was not listed.
After numerous phone calls, emails and tickets, the last being #172112, we have received no response or refund. My next step is the police as this money has been taken from his account without permission.
This money needs to be back in his account immediately.

Reported to Moroni, wait for his reply.

As information :

He has three licences which none have worked therefore not been used.
It doesn't matter if you use a license or not, he signed up for a subscription. You don't have to read the magazine, but if you have a subscription for it you will need to pay. ;) Are you sure he canceled all subscriptions ?
After numerous phone calls, emails and tickets
That is likely the reason why you haven't heard anything. Each time you submit a new ticket or change a existing one, you go back to the bottom of the stack (FiFo system).

I wonder how he canceled the auto-renewal if his email address was not recognized…

Absolutely cancelled. Even had an email to confirm that it had been cancelled to the email address which I then had to re-register.

Understand about subscriptions, but you would still have to receive the magazine, whether you read it or not is your discussion. Issue is that have never been able to activate the licences.

Strange that the email address wasn’t recognized, it should have been.

I can only guess here, but it seems that not all subscriptions (auto-renewals) where canceled.

But wait for Moroni, he can tell for sure what (didn’t) happened.
It is weekend, but very likely he will respond tomorrow.
Either here or through the ticket/mail.

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Still no response to ticket!

How did he cancel the auto renewal back in August if the order was placed as a trial on November? ???
It seems that he cancelled the AR for one order and then created a new one.