Refund Request
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Hello WordPress.
I tried contacting a customer service representative, but the phone number provided simply redirects me to your website. What’s more, is that there is no online chat robot available for me to chat with (unless I pay premium – which I clearly do, but this doesn’t seem to populate for me). I have already contacted your Twitter and Instagram accounts seeking help.
I was charged $115 for a website I can no longer access. I have the ability to log into my account, but apparently my website, katiehouganbusiness.com, no longer exists and I cannot edit it. Furthermore, I cannot access my billing history. If I go to payment methods, the website says I have no saved payment methods.
So, how was I charged? I would like a refund.
WordPress is not user friendly. The process of seeking customer support is incredibly frustrating… It should not be this difficult.
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If you don’t know what a billing made by wordpress.com is about, you can check it yourself at https://wpchrg.wordpress.com/
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Thank you for the comment. This does not help in my inquiry as I know what the $115 is for – it is an annual payment for my website subscription. In the future, please realize that I understand what a billing statement is. I appreciate your concern!
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Hi there,
To confirm, is this for the domain katiehouganbusiness.com? Is that the correct spelling, as Whois is not only saying that the domain is not registered but it has never been registered or used before:
https://whois.domaintools.com/katiehouganbusiness.com
Also, there is no history of any charges connected to the account you are contacting us from, and $115 isn’t the cost of our Premium Plan, so I want to confirm that it is the subscription you purchased. Is your site hosted with us here at WordPress.com or self-hosted?To clarify:
- WordPress.com is a managed host platform that offers WordPress in a pre-customized server environment already set up for you to build your site. Hosting with WordPress.com is free, and the server, security, updates, and site optimization are all handled by us. We offer free and paid plans that provide additional features for your site based on your needs (plugins, custom themes, etc). You also have access to professional assistance via Happiness Engineers to address any issues you encounter.
- WordPress.org is a self-hosted platform, meaning you download the WordPress software and install it on a web server from a host of your choosing (Go Daddy, Bluehost, Hostgator, etc.). You have to pay the host when you’re self-hosting, and the server, security, updates, and site optimization are all handled by you. This gives you more flexibility and control of your plugins, themes, and code, but also more responsibility to ensure those things are operating correctly.
Our support page dives more into the differences:
https://en.support.wordpress.com/com-vs-org/
If your site is hosted elsewhere, I recommend contacting them, as they would be better positioned to assist you since they have access to your account. Also, the open-source forum community is always available and prepared to help users with self-hosted sites:https://wordpress.org/support/forum/how-to-and-troubleshooting/
Hope this helps.
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Hello,
Thank you for your response. Yes, that is the correct domain name. I have not used any other website builder – only WordPress. I would attach a screenshot of what I was billed for, but it appears I am not allowed to create a post “as this user”. Again, this whole process has been extremely frustrating. There should be no reason I have to post on a public forum about my financial difficulties with this website.
On my bank statement I see the following:
[redacted]
To clarify, I have used WordPress to build my website – and, to reiterate, it seems I no longer have the ability to edit it.
Thank you.
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Hi there,
As mentioned above, we do not see any upgrades under your @katiehouganbusiness WordPress.com account when I check on our end. You can confirm by visiting this page: https://wordpress.com/me/purchases/
Is it possible you made your purchase under a different login? I can confirm that katherinehouganbusiness.com is registered at WordPress.com but is under a different account and not your @katiehoganbusiness login. If you do not recall how to log in to your other account you can fill out the form here to get assistance from our Account Recovery team: https://wordpress.com/wp-login.php?action=recovery
On that form you will be asked to provide a transaction ID for your purchase, which you can typically find on your credit card statement. You seem to have access to this info based on your recent reply, which is a good sign. More info on how to find that here: https://wordpress.com/support/billing-history/#retrieving-a-transaction-id
Once you are connected to the correct account we are happy to help you with managing your account. Thanks!
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Hello,
I reset my password as directed. I’m not having trouble logging in. That is not an issue. However, nothing (tabs) will populate under my account. I cannot see/click on anything under the “contact us tab” nor can I see anything under the billing history tab. I sent screenshots via email.
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Hi there!
We got your email and sent a reply there. To avoid duplicating replies, could you please respond to the email so we can keep helping you with this via email?
Thanks!
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