Cancel Account

  • Unknown's avatar
    northeastluxuryhomes · Member ·

    How do I cancel an account and get a refund for the unused months?

  • kokkieh · Staff ·

    Hi there,

    You can cancel a WordPress.com upgrade at any time from the Purchases page at https://wordpress.com/me/purchases/. If you cancel within 30 days, you get a full refund, but we do not offer pro-rated refunds should you cancel more than 30 days after purchase.

    That said, I see you currently have a chargeback pending on your account: your Business plan auto-renewed on 30 September, and on 19 October, still within the refund period, you disputed that payment with your bank. When you dispute a charge you are essentially accusing us of fraud, and the payment is frozen pending an investigation. Additionally, your site is locked pending payment of a chargeback fee. You can read our full policy here:

    Chargebacks & Disputes

    If you are willing to cancel the dispute with your bank we might still be able to refund you ourselves. Otherwise you will need to wait for our payment processor to complete their investigation, which could take eight to twelve weeks.

    You will only be able to completely delete your account once your site is unlocked, in other words, either once the dispute is withdrawn, or once you pay the chargeback fee.

    Let me know if you have any questions.

  • Unknown's avatar
    northeastluxuryhomes · Member ·

    Hi Kokkieh,

    No worries, but I had to bring in Discover, because I couldn’t reach anyone at WordPress – there was no way to call in and describe the issue. My account was charged on 9/30/20. I had issues logging in, and so there was no way for me to communicate, with the exception of contact requests sent on both 10/16 and 10/17.

    My bank (discover) has already dropped the case, and charged me back, as soon as they got a reply from WordPress. I am in limbo about wether to have Discover to reopen the claim, or try to resolve it directly with WordPress. Yesterday, I finally got some tech help (yep, I’m over 60…) and was finally able to reset my password and regain access.

    Let me know how I can resolve this directly with WordPress! The main points here are:
    I actually did try and reach out, twice, to cancel the account, before the 30-day period was up.
    The amount charged is different that what I thought I was charged when I initially started with WordPress
    also…
    I don’t have a website on WordPress.
    I haven’t made any use of the WordPress services, since my hopeful start, over one year ago.
    So, I’m very grateful for your reply, and will appreciate hearing back about how we can come to a resolution.

    Thank-you,
    Donna, aka Judy, Northeast Luxury Homes.

  • supernovia · Staff ·

    Thanks Donna / Judy. On our end the investigation still shows as open, and we aren’t able to do anything with it while it’s active.

    Would you be able to contact Discover and ask them close the dispute?

  • Unknown's avatar
    northeastluxuryhomes · Member ·

    Hello, Supernovia,

    I contacted Discover and they have already closed the dispute. They mailed documentation to you on October 16th.

    Here is what was mailed:

    /Users/judy/Desktop/Screen Shot 2020-11-03 at 8.35.25 PM.png

    Please send a reply to confirm receipt of this, and let me know how this can be resolved.

    Thank you!

  • kokkieh · Staff ·

    We don’t deal directly with Discover, but through a payment processing company. Until that payment processor confirms to us that the dispute is resolved and releases the funds, there is nothing further we can do at this point.

    Even if you’ve cancelled the dispute with Discover, it can still take a few weeks for this process to run its course. So for now all we can do is wait.

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