Complain About U-Next - learn how to file a complaint

Getting in touch with U-Next can be a challenge, especially from outside Japan. Their support is primarily designed for domestic customers, but these are your best options to try and get a response.

Honestly, prepare to wait. It feels like sending a message into the void and hoping for the best.

• Translate Your Message: Use a reliable tool like Google Translate or DeepL to write your complaint in Japanese. Submitting it in their native language can prevent it from being ignored.
• Be Direct and Simple: Avoid complex sentences. State your problem, what happened, and what you want (e.g., 'My account was charged. I want a refund.').
• Lead with Your ID: Start your message with your U-Next Account ID to help them locate your details immediately.

If U-Next ignores your messages or refuses to help, your options are limited but powerful. Don't give up.

Internal Escalation

When you follow up on your initial complaint, specifically ask for the issue to be reviewed by a manager or supervisor. While there's no guarantee, using this language can sometimes get your ticket moved to a different queue.

External Escalation

Your best bet is to go through your payment provider. A chargeback is your most effective tool, honestly. Trying to navigate a Japanese consumer agency from the US is a whole other level of headache.

• Credit Card Chargeback: If you were charged unfairly for a subscription you canceled or didn't authorize, contact your bank or credit card company (Visa, Mastercard, Amex) and file a dispute. Explain that the merchant is unresponsive and you have already attempted to resolve the issue with them directly. This process can take a few weeks, but banks often side with the customer if you have a valid claim.
• Consumer Affairs Agency of Japan (CAA): This is Japan's official consumer protection body. While you can technically file a complaint, it's a very difficult process for non-residents and requires fluency in Japanese. It should be considered a last resort.

Here is a template designed to be firm, clear, and get straight to the point. Using a translator to send it in both English and Japanese is highly recommended.

Subject: Urgent: Complaint Regarding Account [[Your Account ID]] - Unresolved Billing Issue

Body:

I am writing again to resolve an issue with my account that has not been addressed after my previous contact on [[Date]].

On [[Date of Charge]], my account was charged [[Amount]] for a subscription renewal, even though I followed the steps to cancel my service before this date. It has been incredibly frustrating trying to navigate the cancellation process, and this unexpected charge has only made it worse.

To fix this, I require a full refund of [[Amount]] to be processed immediately and written confirmation that my subscription is permanently canceled.

If I do not receive a response and confirmation of the refund within 3 business days, I will have no choice but to file a chargeback with my credit card provider for this unauthorized charge.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Use Screen Recording as Proof: Before you cancel, use a tool like Loom or your phone's screen recorder to capture the entire process. If they claim you didn't cancel correctly, you have video evidence.
• Send a Bilingual Message: Write your complaint in English, then paste a Japanese translation directly below it. This removes the language barrier as a potential excuse for their support team.
• The Persistent Follow-Up: A user on a tech forum mentioned they only got a response after replying to the automated 'we received your message' email every single day for a week. It's aggressive, but it apparently worked.

Tired of translating your complaint into Japanese and hoping for the best? Or trying to figure out their impossible to find cancel button? Sound familiar? It’s a common headache. Pine AI handles it. We navigate their system, manage the follow ups, and deal with the persistent pushback so you don't have to. No more wrestling with a website that feels designed to trap you. No joke. Let us take it from here.