£250 bill
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I changed to free website because the business level just didn’t work for me. I am furious that you didn’t accept the change and charged without informing me. I have challenged the payment on paypal because you didn’t send any correspondence. PLEASE EXPLAIN!
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Auto renewal is the default unless you specify otherwise and emails are sent to the email address you have placed in your account settings. A paypal dispute isn’t the best way to get a prompt refund if you didn’t wish to continue with your upgraded plan. I have added the modlook tag to ask if a member of staff can look at your account but it is the weekend (and the evening in the UK).
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Hi there,
The recent charge on your account was an automatic renewal of your Business Plan which you purchased last year. When you bought the plan you agreed to it renewing automatically each year until you cancel it. We sent several emails notifying you of the upcoming renewal, and you should also have received a receipt via email after the payment went through.
Filing a dispute against us as you have done causes all upgrades to be removed from your account, the site to be locked, and a chargeback fee to be levied. It also makes it impossible for us to directly refund you, as we would have done, no questions asked, had you contacted us within 30 days of the payment going through.
However, now you will only receive a refund after PayPal concludes their investigation, which can take anything up to twelve weeks, and only should they find in your favor.
If you are willing to cancel the dispute we should be able to refund you immediately and unlock your site again without you having to pay the chargeback fee, but that depends on how far PayPal already is with the process on their end.
You can view our full policy on chargebacks and disputes here:
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I have been able to resolve the problem only because I had a previous email from ‘Ethan, who has dealt with it.’
Regarding your blurb above, it is almost beyond belief!
1. No emails received regarding ‘renewal.’
2. No email received re plundering my bank account of £250.
3. I had clearly changed from business to free some time before your automatic renewal.
4. I doubt that anyone else succeeds better with trying to sell books on WordPress by using a ‘shop.’
5. No mention of APOLOGY has been mentioned!
6. If you want to further reply, please justify why this process should not be considered as bordering on fraudulent.
7. Lastly, it is difficult for oldies like me to find how to communicate directly with you. -
I see you’ve had a reply from our billing team on this and they’ve completed the refund. You should receive the refund in about 10 business days, depending on your bank’s processing times.
No emails received regarding ‘renewal.’
We emailed you on 14 March, 30 days before the renewal, and we also emailed a receipt once the payment was completed on 14 April. If your email provider blocked, filtered or spammed those emails there is nothing we can do about that, and no way we can know that it happened.
You can also view the receipt in your account billing history, here:
https://wordpress.com/me/purchases/billing/29001964
I had clearly changed from business to free some time before your automatic renewal.
I see you started a new self-hosted WordPress site and connected it to WordPress.com using the Jetpack plugin. However, you never cancelled the Business Plan from your Purchases page, nor did you contact us to indicate that you wish to disable automatic renewal or cancel the plan. We don’t automatically cancel upgrade simply because a site owner is no longer actively posting on the site. Upgrades are only cancelled at the explicit request of the upgrade owner.
If you want to further reply, please justify why this process should not be considered as bordering on fraudulent.
When you purchased the upgrade you were asked to accept our renewal terms which can be found here: https://en.support.wordpress.com/auto-renewal/ The checkout page links directly to that document and you cannot complete checkout without accepting those terms.
Lastly, it is difficult for oldies like me to find how to communicate directly with you.
A Help icon displays on all pages of the My Sites interface. While you still had the Business Plan you could have used that to start a live chat with us and sort this out. However, once you filed the dispute the plan was removed from your account and you lost access to live chat support, but you should have received an automated email from our billing support team at the same time.
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