Unauthorized Payment HELP ME
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Hi, I got a notification that WordPress took a payment of $300 that was COMPLETELY unauthorized on my end. I had turned off automatic renewal the day I purchased a Business account in 2018, but it seems to have popped back on somehow.
My notification also states that the renewal payment was made on March 20th, 2019 — a date that is over a month away. I filed a PayPal dispute in an absolutely blacked-out panic and then received this notification when I accessed my purchases page:
“Warning: One or more transactions linked to this site were refunded due to a contested charge. This may have happened because of a chargeback by the credit card holder or a PayPal investigation. Each contested charge carries a fine. To resolve the issue and re-enable posting, please pay for the chargeback fine.”
Also, my account is now on “FREE”. Didn’t I just “pay” $300, though?
Based on some googling and research on these threads I know that a staff member will get on here and tell me that there is “nothing we can do” because I filed a dispute on PayPal.
To save some time, can a staff member just respond and tell me they’ll issue the refund once I cancel the dispute?
I cannot afford $300 randomly coming out of my account. Support/Wordpress employees please respond ASAP and I am more than happy to comply with anything asked so long as I get my money back.
Much appreciated,
Miranda
The blog I need help with is: (visible only to logged in users)
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Hi Miranda –
We will be happy to get this all sorted out and the money refunded. At this moment, I can’t process a refund because there is a payment dispute in place. This comes from your bank whenever you deny a charge. You’ll need to call them and cancel the dispute before we can process the refund.
Once the dispute is cancelled it is going to show on our end as well in just a few moments. Come back here to let us know once that’s been done.
You can leave the dispute in place, but it’s likely to take months for your money to be returned going through that process. If we can process the refund from our end it should only take 10 days (or less) to reach you.
Write back with any other questions.
Please indicate if you want to keep the domains, and only cancel the business plan. bbandthecushion.com and ilooklikethis.com.
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The dispute is canceled.
I only wish to cancel the business plan. Please cancel only the plan and keep my domains.
Please refund this immediately. The alleged 10 day refund period is for a transaction I not only proactively made an effort to avoid *10 months* in advance but was charged for *over a month* before the actual renewal date, causing multiple overdraft fees to incur in my bank account.
I cannot afford these additional fees as it is, so I’d really appreciate if WordPress CS could keep this in mind.
In short:
+ Cancel business plan
+ Do not cancel domains
+ PLEASE refund immediatelyBest,
Miranda
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Hi Miranda, we’re working on sorting this out for you. We’ll work to get this downgraded and refunded, but we need some input from you.
In order to downgrade, we’ll need to remove any plugins and themes you’ve added to the site.
Can you confirm:
– Whether it’s fine to go ahead and downgrade and lose plugins and themes that you got through the upgrade. In your case, the theme _will_ change to something more default, as the Gema theme is premium.
– Whether you’re okay losing content or whether you’d like us to attempt to keep it
Also, if that ilooklikethis.com domain matters to you, you’ll want to get in touch with GoDaddy ASAP. It is not registered through us, and it is recently expired on 1/23/2019.
Noting too, about charging a month in advance: auto renew always does that. It gives us a month to work out any payment issues / refunds / etc. Normally you would not have been able to cancel auto renewal without contacting support, but we can look into that for you.
In any case we’ll get that downgrade and refund going as soon as we can sort these issues out, so let us know what you’d like to do.
Best,
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Oh, lastly, did you want to add a plan so you can have a domain working here at WordPress.com?
If you add Premium, we can get the Gema theme for you too. Let us know.
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– Yes, I’d like to remove plugins and themes and anything that was given to me under the business plan.
– keep the content just in case, but which content would be affected? it’s all placed under my account and would show up regardless of plan, right? i’ve created free blogs before and have never had issues with keeping content when up/downgrading. They’re all text/photo based, if that helps.
– I’m sure auto renew does that and that’s no problem; however, I was notified that a payment/renewal was made *on* March 20th, 2019: “The renewal for … was renewed on March 20th, 2019”. Was it a glitch or is that how notifications are usually phrased? I understand bugs happen, but that’s just confusing if that’s how it always works.
– I’m OK with keeping the .wordpress.com domain for now.
Let me know if there’s anything else you need from me, thanks!
— Miranda
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Thanks, we’ve processed the refund and will be downgrading the site. It just takes a bit.
Can you let us know where it said it was renewed on March 19?
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Hi Miranda,
The refund has already been processed and you’ll see it on your bank statement within 10 days. To downgrade your site to the Free plan I need you to first export your content by following the export guide, notify us here so we can safely downgrade your site and finally you’ll need to import your content to the free site.
Regarding the date on your receipt, we automatically renew all plans and upgrades a month in advance to avoid any mishaps such as the loss of a domain.
If you have any other questions, just let me know and I’ll be happy to help.
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Thanks for sharing that. They are renewed early but should not be saying it was renewed on some date in the future :) I’ll bring that up with our emails team.
We were able to revert your site back to a free plan. You’ll likely want to change your theme, buy the theme you had outright (yours was Gema), or upgrade to Premium so you can access unlimited premium themes again.
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Also, can you confirm whether you also got that funny date via email, or whether it only showed up in Notifications?
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