Word of Warning about OnePass

Hi, sharing a word of warning about OnePass. I signed up through Kaiser Permanente in the fall. On my first outing to use it at the community center by my house, I was told they didn't have a contract with OnePass despite being listed on the site. Not a great start, but I figured that could be on the community center, person working that day, etc. and moved on. I didn't end up using it as much as I hoped and went to cancel. I had a hard time logging in, but eventually got to a place where I could remove my credit card info, which I (admittedly, stupidly) thought would cancel the auto-renews. Come January, I realize I am being charged.  I contacted their customer service and the person I reached wasn't able to help me access my account to cancel. I could access my account through the app, but you can't cancel that way - this should have been my first sign that this was going to be a nightmare experience (Red Flag #1).

I was contacted via email and asked to submit screenshots of the issues I was having accessing my account via web, which I did (you can't figure this out?? what year is this?! Red Flag #2). Over several weeks I emailed with at least 5 different customer support agents, none of whom could resolve the issue or stop the auto payments. I tried calling a couple times when I had a few minutes between meetings and sometimes couldn't even get through the phone system - when it couldn't identify me, it would just say "The call is ending now" and hang up. (Red Flag #3).

I called again after being charged in March, and finally reached someone who could identify my account issue, get me logged in, and process the cancellation. After additional emails with OnePass requesting a refund for October - now (6, $34 payments, $204), they have refused to refund any portion of the charges, citing their cancellation policy, including the month I spent going back and forth trying to access my account, which I would think should be resolved in a single phone call (if that!). I hoped acknowledgement of the issues accessing my account (one rep told me the Kaiser accounts always have issues because of the way they are authenticated, so they are aware this is a problem - Red Flag #4) would result in a refund. Nope. They can see I didn't use it, have a trail of my support phone calls and emails, and are still refusing to refund even a portion of the cost.

I could have been more diligent in hounding them, or paid closer attention that I was still being charged - all true. But for a membership I got through my health insurance, I didn't think I was going to have to start a file folder of receipts and documentation. Such bad form. BEWEARE! I did complain to Kaiser, just so they know what's happening to their members on their behalf.