Kindness in Unexpected Places

BY Shelley Kinsberg
How A Tech Enquiry and Complaint Turned into A Faith Restoring Gift

SK and J’s conversation.

Subject: Billing, payments and subscription changes

I cancelled my subscription months ago and am still getting charged. I’ve tried to log in on my email addresses, which, over the time I’ve been with you have varied. NONE lets me in which just confirms that i no longer have an account with you.. so why am I still being charged?




Thanks for taking the time to get in touch with us at Support. My name is J, and it will be my pleasure to help you. Firstly I hope that you are having a great day. I was able to look up the account – You have a 2 terabyte (2 TB) account and it has around 4 GB of data in it.

SK, if you would like I can cancel this account for you, and this way it will not renew on the next billing date. Please let me know how you would like to proceed. Looking forward to your reply. Have a fantastic day SK.

Kind Regards,



Hi J and thanks for such a prompt and clear reply.

I’ve managed to find the account, thanks. So, I wonder if there is a basic account that I can keep holding on to, but that is free. I don’t need the storage (certainly not 2TB) and it’d be convenient to keep the files I have there, in that spot. But if it’s something I need to subscribe to ( then it’s not worth it for me. So, before I decide re cancelling, can you please let me know what the options are for a small account that I don’t have to pay for.




Hi SK,

I hope your weekend was amazing!

We offer the following options:

2 GB – Basic (free)

2 TB – Plus (on monthly or yearly subscriptions)

3 TB – Professional (on monthly or yearly subscriptions)

As you can see above the amount of space that you get for a Free account is 2 GB. Your account has around 4 GB, which means that your account will stop syncing and be out of space so that you will not be able to add any more data.

I don’t want you to worry at all. I canceled your plan for you, and on the 12-Mar-2021 your account will downgrade to a free account and you will never be charged again.

Please also allow me to give you a small Gift of 3 GB of extra space for your account from me to you for free so that your files will be able to sync.

I hope I helped.

If I can be of any further assistance, please let me know.

Looking forward to your reply. Have a fantastic rest of the day SK, and please stay safe!

Best regards,



J, I’m truly very grateful for your superb help. Above and beyond… and, while I know these are not situations of life and death (oh, dear… getting dramatic?!), it’s actually the small kindness and excellent service that you’ve shown that HAS made a difference to my day and so, thank you very much.

I do hope you get to enjoy your day, that you stay safe and that you continue to show kindness and professional care as you’ve so obviously done here.

Again, my thanks



Hi SK,

It was my pleasure, and I’m happy to help! Thank you so much for your kind words! Please don’t forget to enjoy the rest of the year, and in closing, let me wish you all the best in your business and personal ventures!

Be well, be happy, and most importantly please stay safe SK.

Warmest regards,


PS : As a wise person once said a long time ago, and it stuck with me…“Strive not to be a success, but rather to be of value.”

BY Shelley Kinsberg



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