VPN Lumos: Open & Connect USA

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of VPN Lumos: Open & Connect USA's key feedback

Unauthorized Charges

A significant number of users, approximately 30%, report being charged despite canceling their free trial or subscription, with no refunds provided. This issue is causing frustration and distrust among users.

I canceled my free trial but was still charged $9.99, and they refuse to refund me.

Poor Customer Support

Around 20% of users express dissatisfaction with the customer support, stating that they receive no response when trying to resolve issues, leading to unresolved problems and increased frustration.

I attempted to contact support after being charged incorrectly, but they did not answer back.

Forced Subscriptions

Approximately 15% of users feel coerced into subscriptions they did not want, with complaints about being unable to use the app without paying, which leads to a negative user experience.

You can't do anything without paying, and they force you into a subscription you don't want.

App Performance Issues

About 10% of users report that the app does not function as expected, with issues like the app not loading or slowing down devices, which diminishes the perceived value of the service.

The app would not load beyond the login screen, and it slows my phone down.

Nuggets

Major Highlights of the Week

Unauthorized Charges

Users are experiencing unauthorized charges even after canceling their free trial, leading to significant dissatisfaction and financial disputes. This issue highlights a critical flaw in the billing system that undermines trust and requires immediate attention.

I canceled my free trial but was still charged $9.99, and the company refuses to refund.

Ineffective Support

Customers are unable to reach support for resolving billing and technical issues, resulting in unresolved complaints and negative perceptions of customer service. This lack of effective communication channels is damaging the brand's reputation.

I tried contacting support about being charged $20 after cancellation, but received no response.

Forced Subscriptions

The app is perceived as forcing users into unwanted subscriptions, with no clear or easy way to opt-out, leading to frustration and accusations of deceptive practices. This perception of coercion is a significant barrier to user retention.

They force you into a subscription you don't want and won't refund you for it.

Security Concerns

There are reports of potential security risks, such as viruses and hacking alerts, associated with the app, which severely undermine user trust in the product's safety claims. Addressing these concerns is crucial to maintaining credibility.

I almost got a virus after downloading this app, and it only went away after I deleted it.

App Performance Issues

Users report that the app fails to function properly, with issues like not loading beyond the login screen and slowing down devices, which contradicts the app's promise of fast and reliable service. These performance issues are critical to address for user satisfaction.

Misleading Free Trial

The free trial is perceived as misleading, with users feeling tricked into charges despite canceling within the trial period, which damages trust and deters potential subscribers. Clearer communication and process transparency are needed to rectify this issue.

I used the free trial and canceled, but they still tried to charge me $199 twice.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unauthorized Charges

Ineffective Support

Forced Subscriptions

Security Concerns

App Performance Issues

Misleading Free Trial

Quotes of the week

Hear from some of the most impactful users to drive changes

I cancelled during my free trial period and the company still charged me $9.99. The company does not offer refunds even when they erroneously charge people!

Slinkydingo

Week of April 1st, 2025

I was browsing different VPNs to use and came across this app. It worked ok and didn’t work well for my purposes. Unfortunately, I signed up with their subscription and canceled the following day. Almost a week later they charged my account $20 even though I had proof of cancellation.

Ph!2

Week of April 1st, 2025

Charged $19.99 for a subscription, not $10.99 and did not even work. The app would not load beyond log in screen, and the support does not respond or help.

Nocrossam

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I cancelled during my free trial period and the company still charged me $9.99. The company does not offer refunds even when they erroneously charge people!

Candice Wu

App Store

Kelly Williams

Google Play

Charged $19.99 for a subscription, not $10.99 and did not even work. The app would not load beyond log in screen, and the support does not respond or help.

Koray Okumus

Google Play

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User Experience Report

VPN Lumos: Open & Connect USA

Top Insights This Week

Unauthorized Charges

Poor Customer Support

Forced Subscriptions

App Performance Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts