Charged for a site I cannot access

  • Unknown's avatar
    hpedicanophotography · Member ·

    Hi. You have two accounts under one of my emails. I went to change the subscription in account that came up with the email you sent, but it said I did not have one. And then you charged me. Please help. I am disputing this charge.

    Thanks.

  • staff-totoro · Staff ·

    Hi there,

    Because it’s not a good idea to discuss sensitive info like payment details here in public, can you instead please fill out the form here to the best of your ability? https://wpchrg.wordpress.com/

    If the info you have is not a match for what we show in our system, then a contact form will appear that will allow you send a direct message to our billing support team, and from there they will reach out to you directly via email.

    You an also contact billing support directly here.

  • Unknown's avatar
    hpedicanophotography · Member ·

    So yeah I did that before I filled out this weird forum. After filling it out it populated a result saying “found it” so I clicked “show me the receipt” and it brought me back to my WP page with a message that said- “sorry couldn’t find receipt…” Which is bizarre because I was literally charged, as mentioned, today.

    I took screen shots, happy to show you.

    I also filled out the other “still have questions” forum on the side (I am assuming that is who you are supposing billing is???) and have yet to hear from anyone. So maybe you can send the billing on over to me. Or provide me an email. Don’t really care, its kinda insane that I have to jump through 17 hoops to talk to someone who can help.

    I get the “don’t talk about sensitive/financial” bit but so far you are the only response I have gotten so here we are pal.

    Sorry for my tone happiness engineer. Thanks.

  • kokkieh · Staff ·

    Please submit the form at https://wordpress.com/support/contact/?whywasi=charged. That will open a support ticket directly with our billing support team.

  • Unknown's avatar
    hpedicanophotography · Member ·

    Gee, thanks. Just did it for the third time. (plz read above re; ‘I also filled out’)

    Does your billing support team exist ? You are the only life line I have right now.

    Please forward on my request to speak to someone, maybe with the ‘important’ flag (if your team communicates with each other via email). Again, I am sorry to be an ass, but for all intended purposes this is negative customer service. I get that you don’t really offer that to non-customers, but since I am currently an involuntary customer, I’d like the perk.

  • staff-blorbo · Staff ·

    I see no inquiries via that form under the email address on your account.

    What email address did you enter into the form? We can use that to track the status of your inquiry.

  • Unknown's avatar
    hpedicanophotography · Member ·

    This email address.

    When I click ‘contact support’ on the form it brings me back to the public forum. Maybe it hasn’t been going through?

    For context, I created a domain (last year?) but have barely used it and no longer wish to. I got an email on the 11/4 saying “your domain is going to expire in 30 days, if you wish to renew XYZ.. or if your set to auto-renew then XYZ” I didn’t want to renew so I clicked on the domain in the email and brought me to the domain site. I then clicked on the “My Site” button in the top left and it brought me into this current account. However, there is no card or subscription associated with it. Figured it was a mistake or something, obviously until I got charged.

    Yesterday I spent hours toggling with the site. No matter which way I try, I cannot seem to find where I can access this domain associated with my email/account/card information.

    I don’t care if I signed up for it to charge me originally- I should have been able to cancel when prompted. But what is concerning to me is that it is a ghost charge that I am unable to access, no matter how hard I try. I am now very scared my information has been hacked and that I am currently compromised through having used WP.

    Worst of all, I have been diligent in trying to resolve this issue but cannot seem to get any type of help. (Other than you guys, so like, thanks, but for real this is not exactly equitable what you have already charged me…no offense joy creators).

    I know you can see my account. I would love to divulge more information, so you could help me to get to the bottom of this, but as my day-one jerrysarcastic mentioned, I am not comfortable doing that on a public forum. If anyone could reach out to me by email, that would be great.

    Please, someone help me.

  • staff-mckluskey · Staff ·

    Since it’s not possible to have two accounts under the same email, you must have used a different one to create the site where the paid subscriptions are.

    If you’re logged into the current account though, any link you see on the
    https://wpchrg.wordpress.com/ site will bring you to this one. If you log out, you should be prompted to log into the correct account.

    As both accounts are independent of each othere, we can’t know which charge and which account you’re talking about. If you do not want to share your site’s address here, please send the transaction ID directly here: passwordhelp@wordpress.com.

    The Account Recovery team will get back to you with more info on how you can access the correct account and manage your purchases from there.

    I hope that helps :).

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