Cannot close account – need refund, too, for charge today on unused account

  • Unknown's avatar
    susancogden · Member ·

    I cannot close my account. I’m getting an error message, ‘Sorry, there was a problem closing your account. Please contact support.’ Also, this account was opened a few years ago and hasn’t been used since. I noticed an autopay that was processed today and I’d like a refund after the account is closed.

    WP.com: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    helper-heroponriki · Member ·

    Hi there!

    You cannot close your account due to your decision to dispute the charge for your WordPress.com subscription renewal instead of going through our cancellation and refund process.

    By disputing 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 won’t be able to close your account until the chargeback fee is paid.

    You can pay this fee here:

    https://wordpress.com/checkout/tmp598221987wordpresscom.wordpress.com#step2

    Once that is paid you can follow the steps here to close your account as this is not something we can do for you:

    https://wordpress.com/support/close-account/

    I hope that clarifies things.

  • Unknown's avatar
    susancogden · Member ·

    Thank you for your response and explaining what has happened. Now we better understand what happened.

    Also, I need your help, please. It seems like we’ll need human intervention to handle this situation.

    I disputed the charge because my wife opened the WordPress account 4 years ago and the annual fee snuck by until now, when I noticed it. I could not verify the source of the charge or figure out if it was legitimate, so I disputed it.

    After I talked with my wife and she recalled she had opened the account, I tried to figure out how to cancel it. Unfortunately, I had already disputed the charge with Paypal and they had already responded that the dispute is closed because it appeared to be a legitimate charge (which I also then knew at that point).

    My goal is to eliminate the $38/yr fee that we are paying for something we haven’t used at all in years, which I’m sure you can see in our account history.

    So, now, we’re in an even more unfortunate situation. And this is where I’m asking for human intervention.

    If I’m understanding correctly, you’re telling me I have to pay an additional $15 – on top of the $38 that was just autopaid – to end the $38/yr fee I am trying to end (and get refunded).

    Will you please engage a manager and reconsider our next steps to end our fees for this unused service?

    Thank you,

    Ryan and Susan Ogden

  • Unknown's avatar
    susancogden · Member ·

    I’m sorry – please disregard the prior post. I noticed an email reply from WordPress from Hugo and I’ll respond to his email on next steps. Thank you

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