Complain About Stan - learn how to file a complaint

Trying to get a straight answer from Stan can feel impossible. They don't make it easy, but here are the main channels people use. Don't expect a phone call, they seem to avoid that at all costs.

Immediate to 30 minutes, but honestly, it usually feels a lot longer, like you're just waiting for an email that might never come.

• Be Hyper-Specific: Don't just say "billing issue." Write "Charged $16.99 on May 15th for a premium plan I did not authorize after my free trial ended."
• Provide All Your Details: Include your account email, the name on the account, and the date the problem occurred. Make it easy for them so they have no excuse not to investigate.
• Use a Clear Subject Line: When you use their form, make the summary clear. "Formal Complaint: Incorrect Charge on Account [Your Email Address]"

So, Stan ignored you or gave you a useless response? It's time to escalate. Since Stan is an Australian company, typical US options like the FCC aren't a direct fit, but you still have power.

File a Credit Card Chargeback

This is often the most effective tool. If you were charged for a service you didn't receive or were billed incorrectly, contact your credit card company (Visa, Mastercard, Amex) or bank. Explain the situation, state that you've already tried to resolve it with Stan, and request a chargeback. Banks tend to side with the customer when the merchant is unresponsive.

Complain to the Better Business Bureau (BBB)

Even though Stan is not based in the US, the BBB accepts complaints against international companies. It works, but prepare to wait. Stan might not respond, but it creates a public record of your complaint that other potential customers can see. Sometimes the public pressure is enough to get a response.

Australian Consumer Bodies (ACCC)

For a more formal route, you can file a complaint with the Australian Competition and Consumer Commission (ACCC). This is a serious step and should be used for significant issues like misleading conduct. You must show that you've tried to resolve the issue with Stan first.

Subject: Formal Complaint Regarding Unresolved Billing Issue on Account [[Your Email Address]]

To Whom It May Concern,

I am writing again to resolve a persistent issue with my account. Despite contacting support on [[Date of first contact]], my problem remains unsolved, and frankly, my patience is wearing thin.

On [[Date of incident]], I was incorrectly charged [[$Amount]] for [[Briefly describe the issue, e.g., a subscription I had already cancelled, a service I did not sign up for]]. Having to spend my time chasing this down and monitoring my bank statement has been incredibly frustrating.

To resolve this, I require you to issue a full refund of [[$Amount]] to my original payment method immediately. I also need written confirmation that the issue has been corrected and my subscription is officially cancelled so this does not happen again.

Please be aware that if I do not receive a satisfactory response and confirmation of the refund within 48 hours, my next step will be to file a chargeback with my credit card company for the unauthorized charge.

Thank you for your prompt attention to this matter.

[[Your Name]] Account: [[Your Email Address or Account ID]]

• Go Public on Social Media with Evidence. Don't just tweet "@StanHelpAU you suck." Post a screenshot of the incorrect charge (with personal info blacked out) or your unanswered support ticket. It gets their attention much faster.
• Demand Escalation in Your First Message. In your very first email, include a sentence like, "If this cannot be resolved by the initial support agent, please escalate my ticket to a manager immediately."
• Quote Their Own Terms. If they've violated their own terms of service, find the exact clause and quote it in your complaint. They can't argue with their own rules.
• Try the 'CEO Email' Trick. It's a long shot, but some users on forums report that finding the email of a high-level executive can sometimes get your issue routed to a special team. It's a last resort, but what have you got to lose?

Tired of sending messages to Stan's support form and getting nothing but silence? Sound familiar? It's like your complaint disappears into a black hole. Users on Trustpilot and Reddit constantly say the worst part is the waiting and the complete lack of response. No joke.

Instead of refreshing your email for days, let Pine AI handle it. We'll manage the persistent follow-ups and make sure your complaint doesn't get ignored. It's not about fancy tech, it's about saving your sanity from the endless loop of being ignored. Let us take over the tedious part so you can get on with your life.