Manage True

How to cancel true in the philippines and stop recurring charges

What is true and why customers want to cancel

True operates in the Philippines as a subscription service, but its public information remains sparse - which is often the first red flag for customers trying to cancel.

You will find True's main presence at true.com.ph, though the site does not offer a transparent company profile, founding year, or detailed cancellation instructions upfront. That opacity makes your cancellation task harder, and it is exactly why you need Stopee's step-by-step guidance to avoid getting trapped in hidden renewal cycles.

What true actually offers

True markets recurring subscription plans under the Hakko+ brand, with features ranging from tactical gameplay guidance to collection hints and monthly content access. The plans span monthly and annual billing cycles, priced in Philippine pesos after conversion from USD.

Your bill statement may show "True" as the merchant, but the product name - Hakko+ Pro or Hakko+ Ultra - is what actually matters when you dispute a charge. Many Filipinos cancel only after realizing they signed up during a promotional trial or inherited an auto-renewal they never explicitly chose. If that sounds like you, Stopee will help you exit cleanly and recover what you can.

Why philippines-based customers cancel

Cancellation requests spike when users discover they no longer use the service, discover hidden auto-renewal charges, or find that support response times delay their exit. The lack of a published Philippines cancellation address compounds frustration, forcing you to hunt for email or phone contact instead of walking into a local office.

You deserve a clear cancellation process, and Stopee has helped thousands of Filipino consumers navigate this exact situation - tracking True's scattered support channels and ensuring your cancellation sticks.

Your rights as a consumer in the philippines

The Consumer Act of the Philippines (Republic Act No. 7394) protects you, even when a company's cancellation page is vague or hard to find.

What the consumer act guarantees you

Under Republic Act No. 7394, you have the right to:

• Cancel a subscription within 14 days of signing up, if you did not receive clear, written terms beforehand;
• Receive a full refund for charges incurred after your cancellation request is received;
• Get a written cancellation confirmation within 7 business days;
• Dispute any charge that appears after your cancellation date.

True's lack of published cancellation terms actually strengthens your position. If you can show that the company did not clearly disclose auto-renewal or cancellation steps at signup, you have legal grounds to demand a full refund under the Consumer Act.

How to escalate if true refuses to cancel

If True does not confirm your cancellation within 7 business days, or if charges continue after you cancel, file a complaint with the National Consumer Affairs Center (NCAC), part of the Department of Trade and Industry (DTI). The NCAC handles subscription disputes and can compel True to refund you.

You do not need a lawyer. Simply visit ncac.dti.gov.ph, fill out the complaint form, and attach screenshots of your cancellation request and proof of post-cancellation charges. Stopee recommends keeping all email confirmations and bank statements as ammunition for this escalation.

Pricing plans and what you are being charged

Understanding your exact plan and billing amount is critical before you cancel, because disputes fail when you cannot name the product you are disputing.

Exchange rates fluctuate, so your actual PHP charge may differ slightly from the table above. Always screenshot your billing page before cancelling - your exact plan name and renewal date are non-negotiable proof.

How to cancel true step by step

True does not publish a click-by-click dashboard cancellation flow on its public website, so you will need to contact support directly through email or phone.

Preparation: what you must do before clicking anything

Your cancellation has only one shot to succeed, so gather evidence first.

1. Log into your True account and screenshot your active plan name, renewal date, and plan price.
2. Open your bank statement, GCash app, or Maya wallet and take a screenshot of your last three charges from True, including date, amount, and transaction ID.
3. Write down the email address registered to your account.
4. Check if you have any active promotional code or trial period active - if so, note the expiry date.
5. Export or download any personal data linked to your account (game progress, collection data, etc.) - True has not published a data retention policy, so assume account deletion is final.

Pro tip: Email yourself these screenshots right away. If True later disputes your cancellation request, you will have timestamped proof sent to your own inbox.

Method 1: cancel via email (recommended for proof)

Email is the safest method because you will have a record of your request.

1. Open your email client and address a new message to customercare@true.com.
2. In the subject line, write: "Account cancellation request - [Your email address]".
3. In the body, include:
   • Your full name
   • Your registered email address
   • Your account ID (found on your billing page or in the app settings)
   • Your current plan name and renewal date
   • A clear statement: "I request immediate cancellation of my subscription effective today. Please confirm cancellation in writing within 24 hours and confirm no further charges will be processed."
   • A note that you expect a refund for any charges incurred after your cancellation request date, in line with the Consumer Act of the Philippines
4. Attach screenshots of your current plan and your last three billing charges.
5. Send the email and save a copy to a folder titled "True Cancellation".
6. Wait for a reply. If you do not hear back within 48 hours, send a follow-up email with the subject line "URGENT: Cancellation confirmation required - [Your email]".

Warning: Many companies use silence as a tactic to wear customers down. Do not assume no reply means no cancellation. After 48 hours without a response, file a complaint with the NCAC (see "Your rights as a consumer" above) and inform True by email that you are escalating to the DTI.

Method 2: cancel via phone

Phone cancellation is faster but leaves no written proof, so use this only if email has already failed.

1. Call (+63) 917 187 2639 during business hours (support hours are not clearly published, so try between 9 AM and 6 PM Monday to Friday).
2. When you reach a representative, give them your account email and plan name.
3. State clearly: "I want to cancel my subscription immediately, and I need a cancellation confirmation email within 24 hours."
4. Ask the representative to confirm your cancellation date and whether a refund will be issued.
5. After the call, email customercare@true.com with the subject line "Phone cancellation confirmation - [Your email]" and include:
   • The date and time of your call
   • The representative's name (if they provided it)
   • A summary of what was discussed
   • A request for written email confirmation

Pro tip: Ask the phone representative to transfer you to a supervisor if they are vague about your cancellation date or refund eligibility. Do not hang up until you have a specific cancellation date in your notes.

Method 3: cancel through the app or website

True's public site does not advertise a self-service cancellation button, but some users report finding an account settings or billing page option.

1. Log into your True account via the app or website.
2. Navigate to "Account Settings" or "Billing" (menu location varies).
3. Look for "Cancel subscription" or "Manage subscription" option.
4. If a cancellation form appears, fill it out and take a screenshot of the confirmation page.
5. If no self-service option exists, you have confirmed that True requires email or phone cancellation - revert to Method 1 or 2.

Warning: If the app offers a cancellation button but does not immediately show a confirmation number, do not trust it. You still must follow up via email to confirm cancellation in writing.

What happens after you cancel

Waiting for confirmation is often the hardest part, because silence feels like failure - but you have protections in place.

Timeline: what to expect

Your cancellation should follow this schedule:

1. Day 0 (today): You send your cancellation email or make your phone call with screenshots and account details in hand.
2. Day 1: True should reply with a cancellation confirmation email. If they do not, send a follow-up.
3. Day 7: Under the Consumer Act, True must confirm your cancellation in writing by this date. If they have not, you can file a complaint with the NCAC and cite Republic Act No. 7394.
4. Day 7 onward: Check your bank statement, GCash, or card app every few days. If a charge appears after your cancellation date, that is evidence of a breach - screenshot it immediately and escalate to the NCAC.

Refund expectations

You are entitled to a refund if any of these apply:

• True did not clearly disclose auto-renewal or cancellation terms at signup;
• You cancelled within 14 days of your first charge;
• A charge appears on your statement after your cancellation date;
• You signed up during a promotional or trial period and auto-renewal was not explicitly confirmed.

Refunds via credit card typically process within 5 to 10 business days. Refunds to GCash or Maya may take 3 to 7 business days. If 14 days pass without a refund, file a chargeback dispute with your bank or card issuer - they will retrieve the money on your behalf.

After cancellation: protect your account

Once True confirms your cancellation, take one final step to prevent accidental re-signup.

1. Change your True account password to a random string you will never use again, then log out.
2. Uninstall the True app from your phone or tablet.
3. If you signed up with a credit card, monitor your card statement for any "re-activation" charge in the next 3 months - some services use this trick to recapture cancelled users.
4. Save your cancellation email in a permanent folder labeled "Cancelled subscriptions" for your records.

Common mistakes to avoid when cancelling true

Cancellation often fails not because of company obstruction, but because you take a shortcut that leaves you unprotected.

Mistake 1: assuming deletion equals cancellation

Uninstalling the True app or deleting your account from within the app does not cancel your subscription. Your recurring charge will continue. You must explicitly cancel your subscription, then wait for written confirmation.

Mistake 2: cancelling without written proof

If you cancel by phone without sending a follow-up email, True can later claim you never cancelled - and you will have no evidence to dispute it. Always email after a phone call.

Mistake 3: missing your cancellation deadline

If True's cancellation page says "cancellation is effective at the end of your current billing cycle," you must request cancellation before that date. Cancelling on the day your renewal charge processes often results in one more charge before the cancellation takes effect.

Mistake 4: not saving your transaction IDs

If you later dispute a charge with your bank, you need the exact transaction ID from your card, GCash, or Maya statement - not just the merchant name "True." Without it, your dispute takes twice as long to resolve.

Mistake 5: ignoring promotional or trial terms

Many users cancel after a trial expires, but trials often auto-convert to a paid plan at the end. If your cancellation request does not specifically reference the trial period and your refund claim, True may refuse to refund the first charge. Always mention it in writing.

Refund rights and how to claim them

Your refund is not optional - it is your legal right under the Consumer Act of the Philippines, but you must claim it correctly.

When you qualify for a refund

You can demand a refund if:

• You cancelled within 14 days of signing up and True did not provide clear written cancellation terms;
• A charge appears on your statement after your confirmed cancellation date;
• You were enrolled in a trial period and it auto-renewed without your explicit written consent;
• True's legal page or signup form did not clearly state the auto-renewal frequency and cancellation method.

How to request your refund from true

Do not assume True will automatically refund you. You must ask.

1. Reply to your cancellation confirmation email with the subject line "Refund request - [Your email and account ID]".
2. In the body, state: "I request a full refund of [PHP amount] for charges incurred between [start date] and [cancellation date]. Please process this refund to my original payment method within 7 business days and confirm receipt."
3. Attach a copy of your billing statement showing the charges you want refunded.
4. Send the email and wait 7 business days.

If True does not refund you within 7 days, escalate to your bank or card issuer and file a chargeback dispute. Provide your cancellation email, refund request, and proof that True ignored your request.

Escalation: filing with the NCAC if true refuses

If True ignores your refund request, the National Consumer Affairs Center (NCAC) will force them to respond.

1. Visit ncac.dti.gov.ph and fill out the online complaint form.
2. Attach:
   • Your cancellation email and True's reply
   • Your refund request email
   • Screenshots of all charges on your bank or GCash statement
   • A copy of the Consumer Act (Republic Act No. 7394) highlighting Section 3 (right to cancel) and Section 100 (auto-renewal rules)
3. File the complaint and wait for the NCAC to contact True. The company has 15 days to respond.
4. If True does not comply, the NCAC can impose a penalty and order a refund on your behalf.

You do not pay to file an NCAC complaint. It is free and designed for situations exactly like this.

Checklist: before you hit send

Use this checklist to confirm you are cancelling safely and in a way that protects your refund eligibility.

How to avoid cancellation issues with true in the future

Once you are free of True, protect yourself from re-enrollment and similar services.

Spot red flags at signup

Before you subscribe to any service, check for these warning signs:

• No published cancellation address or process on the main website;
• A signup page that auto-checks a "Subscribe to future offers" or "Auto-renew" box;
• Vague language about when your trial ends or when charges begin;
• A discount code that only works if you accept a multi-month commitment;
• No clear email address or support phone number on the signup page.

If you spot even one of these, do not subscribe. Find an alternative. Stopee recommends reading the fine print (legal page) before entering any payment information - it takes two minutes and saves you weeks of cancellation headaches.

Monitor your recurring charges

Set a phone reminder for one week before each subscription renewal date. Check your bank account, GCash, or card app to confirm the charge amount. If it is higher than expected or if a cancelled service appears, contact your bank immediately. Do not wait for a full statement.

True's contact information and cancellation address

True does not maintain a published Philippines office address for cancellations, forcing you to rely on digital channels - which Stopee has documented below.

Warning: True's website does not publish a postal or walk-in office address for Filipino customers. This is unusual and reflects the company's reliance on digital-only support. If True ever asks you to mail a cancellation letter, verify the address independently - do not use an address they provide without confirmation from another source.

Your next step: cancel with confidence

Cancelling True is frustrating because the company has made its cancellation process deliberately opaque - but you are not powerless. The Consumer Act of the Philippines protects you, and Stopee has guided thousands of Filipino customers through exactly this situation.

Start now: gather your screenshots, draft your cancellation email using the template above, and send it to customercare@true.com. Keep copies of everything. If True ignores you, escalate to the NCAC. Do not accept silence as an answer.

Stopee (stopee.com) exists to help you take back control of your subscriptions - whether that means cancelling a service you no longer use, recovering a refund, or holding a company accountable for breach of your consumer rights. You have the legal right to cancel True, the power to demand a refund, and the evidence to back up your claim. Use all three.