Deleting account issues
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I am trying to delete my account that hasn’t been used for over a year but I didn’t realise was even still active. I need this sorted ASAP as I have been charged the annual renewal fee. The email I used isn’t even active anymore.
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Hi @threadsoffashion11, you’ve got a fraud investigation open on this account which prevents it from closing.
Fraud investigations through your bank take a while and cost extra. So I’d recommend contacting your bank and asking them to close the investigation. Then contact us again here and we can refund you so you can close this properly. And, while the best way to avoid renewal fees is to cancel when we email reminders, it sounds like you didn’t have access to that. We’ll help you out. We just can’t refund while there’s an investigation pending.
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Hi, I have now contacted my bank and had the investigation closed. Can I now be refunded and have this account closed and all of my details deleted
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Hi –
As soon as the bank cancels the dispute we can process a refund. That has not been done at this time.
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We checked in with our payments team about this.
The date we have to receive a follow up from the bank is February 17, 2020 if we do nothing.
Otherwise, these are the options. We can use a manual payment to re-purchase the upgrades -OR- just the $15 dispute fee, and restore the site. You can also wait for the bank to respond and we can restore their site then, or issue a refund if that is preferred.
Let me know how you’d like to proceed and I’ll put you in touch with our payments team directly once I hear back.
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But if I have already cancelled the case, surely the bank would tell you sooner than Feb 18th. This was disputed in September, 6 months is ridiculous time. I just want to be refunded for something I wasn’t even aware about. As you can see in the message above, that email address isn’t even in use anymore so had no idea there was a renewal, hence me opening the fraud case with my bank in the first place.
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I understand this is frustrating, but we don’t have any control over this. That follow-up date is what was provided to us by your bank, and we cannot force them to give us an answer any sooner.
Payment disputes take weeks, and sometimes months to resolve, even if you cancel them, which is why we always recommend you contact us directly for a refund instead. The moment you open a dispute the money is frozen, and we cannot do anything until the process runs its course.
For now all we can offer you are the two options my colleague provided above, so please let us know which you’d prefer: Paying the dispute fee and optionally repurchasing the upgrades, or else waiting for the process to run its course.
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Is there any way the dispute fee (£11.54) can come out of the £55.10 for the renewal I’ve been charged and I just get refunded the remaining £43.56?
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This seems to be so unreasonable considering I’ve explained the email address is suspended and hadn’t been in use, so I had no way of cancelling the renewal fee in the first place. Hence me calling the bank and putting it through as a fraud case in the first place- I haven’t used wordpress for over a year.. Do you have any details for the complaints team?
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@threadsoffashion11 our forums team has been working with our billing team. The main thing I can see on my end right now is that it’s still under review.
If you’d like to work with billing directly, why not go ahead and update the email address if needed, then go to wpchrg.com to enter charge information and get in touch.
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