Customer service
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We offer forum support for all users on our free plan, email support for all customers with paid plans, and live chat support for all customers with Premium and higher annual paid plans: https://wordpress.com/support/help-support-options/
Visiting https://wordpress.com/help/contact will always connect you with the highest available support option for your plan.
With that said, we’re happy to help you here. What is your question?
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I requested a refund for my purchase a few days ago and shortly thereafter I received an email from your company stating that I would be refunded. The money was placed back into my account but a couple of days later you withdrew another $52.13 from my account as a ‘recurring payment’ AFTER I had already canceled my purchase and AFTER you sent an email stating it was canceled and I was being refunded. Please advise.
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Hi there,
I see only one charge in the account you’re using to post here, and that was on 28 May. We refunded that charge on 30 May.
There has been no further charges since then.
If you see a new charge on your statement, it’s either for a completely different WordPress.com account, or more likely, it’s due to how you bank processes credit card payments: many banks would add an initial entry to the statement that’s not an actual charge, but a hold on the funds, with the entry for the actual charge only appearing a few days later. If you refund a payment very quickly after the payment itself, this second entry can sometimes only appear after the refund had already been processed and added to the statement as its own entry.
Please follow up with your bank directly to check on this.
But I can assure you there hasn’t been any recurring charges from our end – the moment you cancelled your upgrade, you also cancelled the billing agreement, so we couldn’t charge you again even if tried to. The bank would automatically reject any further attempts from us to charge you on the original billing agreement, and the only way to create a new billing agreement is if you bought a new upgrade.
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I can assure you that you did withdraw an additional charge and I have filed a dispute as a fraudulent charge against you through my bank as well so no worries, I have most certainly followed up with them. The fraudulent withdrawal in my account shows as a ‘recurring payment.’ Thanks for your blatant denial and refusal to help :)
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If you enter the charge details at https://wpchrg.wordpress.com/ we should be able to help you with this.
If the charge is located using the above site, but you are not presented further options, please contact us via billingsupport@wordpress.com
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