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Leader of the Bikini Body Guide empire Kayla Itsines has worked up a number of her fans with what they're calling a faulty app, according to People. Itsines launched her app, Sweat With Kayla, back in November of last year at which point fans criticized the Instagram star for releasing a product that was overpriced, buggy, and didn't provide any new content to BBG devotees.
Now, fans are complaining that it's difficult to cancel the app and stop paying the subscription fees. Sweat With Kayla offers a seven-day free trial, but because the app requires users to also turn off auto-renew through their iTunes accounts many unsuspecting fans have been charged the $20-a-month fee despite cancelling their subscriptions in the app.
"The cancellation process and customer service is horrendous," writes one reviewer on iTunes, People reports. "I cancelled after 2/3 days, well before the trial expired, but due to the auto-renew, am on the hook for the months I didn't realize the app was still active."
Itsines's public relations manager Bec Sealey responded by telling The Courier Mail that users should feel free to reach out if they encounter any such problems. "As always, we have the interests and wellbeing of our fitness community at heart and welcome contact from any of our customers should they require assistance from our team at any time," Sealey says.
However, app users report on Instagram and iTunes that customer service has been just as useless as the in-app cancellation feature. "The customer service is the worst customer service I think I have ever dealt with," an iTunes review reads. "I emailed them within the time to cancel my account and they did not get back to me FOR OVER A MONTH telling me they had an email malfunction and could not refund me my money."
At the time of the initial launch, Itsines told fans that she was listening to each users' concern and was "really [looking] forward to evolving the product even further in the coming months." Given these recent complaints, it seems as if this is still an ongoing process.