refund!
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I was told that I needed the $299 upgrade to upload my theme, even though I am self hosted. When I found out that was not true, I talked to chat support and they said they would refund it. Problem is, I’d already closed that account. Bank says there was no refund because there is no account, and that wordpress should issue me a check. Was told i could open another account, but WP sez they can only refund to the card/account I used. $299 is a LOT of money and I really need it back. Is there a management email or anyone who can help me? This is my first WP and I am lost and confused and stressed. Thanks, Trisha
The blog I need help with is: (visible only to logged in users)
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When we need Staff help with issues Volunteers cannot resolve like this one we type modlook into the sidebar tags on our forum threads. I did that for you. How do I get a Moderator/Staff reply for my question? https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question
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Hi there,
We did issue the refund back on March 9th. We’ll only ever refund a charge in the exact method that was used to pay. We won’t send a check to someone who paid with a credit card.
In the case of a closed account, we still refund to the purchase method and it’s up to the bank to route the funds to the new account or cut the user a check. In other words, our process is the same regardless of if they’ve closed their account or not.
In this instance, the bank should be aware of the protocol when a refund was issued to a closed account, so you should contact them again to see if they will issue a check.
Thanks,
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The bank said that since there *is* no account, the refund will probably bounce back to WP. Going to give it a few days and go to the bank again, but they insisted that the vendor (WP) should have an alternate action in this situation. Thanks. – trisha
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Hey Trisha,
Let me know what they say and if that is the case, I’d be happy to touch base with our payments team for next steps.
Thanks,
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thanks man. just talking to a human is making it less stressful. they gave me another department to contact. will do so in the morning and holla. – trisha
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ok *sigh*, their records show that the refund was sent back to WP on March 13. (redacted) I hope the payments team has a solution. (I can’t be the only person this has ever happened to, can I?) Thanks for the help, Darnell. *runs gauntlet of hoops and red tape*
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Hi selfcarecircus –
I’m following up for darnelldibbles here. You’ll see that I removed the case number shared in the original reply. It’s best to keep these type of details private as this is a public forum that gets indexed by search engines.
Anyway, I’ve asked our payment team to have a look at this situation and I will report back once I have more news. Hang tight.
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Our payment team has been in touch. As we mentioned before, the funds were refunded back on March 9th. It’s up to your bank at that point to get the payment to you as their customer. We no longer have control over those funds. The bank wouldn’t reject the money.. Do you think you can try talking to a different rep at the bank?
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Hi Liz. Thanks, but according to Wells Fargo, since there *is* no account to put it into, my (WP) refund was returned back to WordPress on March 13th. It didn’t show back up on my account, so I assume it’s floating around WP somewhere. Is it a physical impossibility to get a check? Or refund to another place? (Credit Union.) Or is my only option (once you locate it) to open up another account at Wells Fargo for the sole purpose of getting my refund to me? (Which, isn’t something I wish to do, for both the sheer pain to do so, and not knowing how that will affect my credit, like it does with opening and closing credit cards.)
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Also thanks for the redaction, but that wasn’t a Visa number, that was a Visa *case* number, not any kind of account number. But thanks for having my back! 🙂
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Thanks for getting back to me with those details. I will defer any answers to our payment team as I have never handled a case like this, or heard of a financial party returning the money. Hang tight and I’ll be in touch once I hear something from them.
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Hi –
Thanks again for your patience as we try to work this out.
I can see that there were 2 business plans purchased on this account. The first on 2018-01-04 and again on 2018-01-21.
Our system is showing that they have both been refunded.
To clarify, you have not received either of those, correct?
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okay… the first $299 was *my* bad, thought i needed it, got it, re-researched, realized my mistake, got the refund.
then… i went to upload my custom theme, couldn’t, and the kid in the WP help chat *insisted* I needed the $299 upgrade to do so. I bought it a *second* time. waited until Jan 30th to close account. closed it.
then… the person i hired to help me said, “you are your own host. you don’t need the upgrade.” i talked to the WP chat, told them i’d closed the account already, they insisted that if the bank got it within 90 days of said closure, the bank would just cut me a check. (also wrong.)
hijinx ensue.
so, yes, i did receive first one.
No, the bank returned the second one back to you. (refunded by WP Mar 9, sent back to WP from bank Mar 13 because *i closed the account back in january.*)Just looking for the one refund of $299. And yes, if you’ll reread up there, you DID refund it, but the bank WON’T ACCEPT IT, and sent it right back 4 days later. (cuz there is no existing account anymore.) So it *must* be back on your end.
hope i’m communicating this ok. is hard to do so in text. if i could speak to someone in real time i’m sure we’d have it cleared up in no time. Any chance of speaking to customer service or the payment team directly? because if you’re not catching some of these details and they’re written down here, i can imagine it’s a bear to be communicating this mess to a third (fourth?) party. 🤪
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Thank you for the clarification. I will need additional help for the refund and have requested that already. We will be in touch with more information soon.
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Good morning –
I’ve sent a note your way via email. Please have a look at that and get back to me there. Thanks!
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Any word? I have talked to the bank 3 different times and the last they saw my money is when they sent it back to WP on march 13th (because I no longer have an account there.). I have had 11 separate interactions with WP on forums/email. I have been dealing with this for almost a month now and am starting to get a bit frustrated. Is there a supervisor I could talk to? Can a human being call or chat with me? Your employee – who insisted I buy this plan even though I told them i had my own host – made a mistake and this is costing me in time and money. Is there no one who can fix this?
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All the relevant information is on this thread. I don’t see any email with new info from you. Can I please speak to a Happiness Supervisor? This was started a month ago and nothing has been done to fix it that i can see. what is the next step?
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