WordPress took my money.
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I have tried to contact WordPress to resolve a most important issue: I discovered earlier today that WordPress has charged me £70.000 for a Premium service upgrade, at the end of my free trial. However, I expressly cancelled my upgrade, having followed your instructions and having received an email confirmation of this. Indeed, despite my bank confirming that WordPress has, without my permission, taken this money from my bank, I can now see I have not been upgraded either! It has caused both embarrassment and inconvenience and I want my money back, forthwith.
Finally, I would add that your lack of real-time telephone or live chat assistance to speedily and conveniently resolve legal matters like this is a disgrace. After this experience I will certainly have to think long and hard about joining WordPress.The blog I need help with is: (visible only to logged in users)
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Provided you are logged in under the same username account that registered the blog and purchased the trial upgrade, you ought to be able cancel trial upgrades under Store → My Upgrades in your dashboard at any time, request a refund and also disable auto-renew.
http://en.support.wordpress.com/my-upgrades/#canceling-upgradesAs this has not gone well for you I tagged this thread for a Staff follow-up. Please subscribe to it so you are notified when they respond. To subscribe look in the sidebar of this thread, find the subscribe to topics link and click it please.
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I cancelled, received confirmation of my cancellation, paid for (and was charged) £12.00 for a domain name after confirming I’d cancelled the upgrade and was STILL charged for the upgrade. As a final kick in the teeth, I don’t even appear to be receiving the upgrade services. I have no idea how to “subscribe to it so you are notified when they respond”. Nor am I receiving email notification of followup posts, despite requesting this service.
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I already read what you posted here and in yet another thread. You will get a refund. I suggest you simply wait for Staff to work their way forward through the other threads to this one.
As I noted above I have tagged this thread for Staff help. Staff work through all forum threads tagged for their attention and through all email support tickets in chronological order based on datestamps and timestamps – first posted first served, as would be expected.
How long it takes to clear the threads and support tickets depends on how many Happiness Engineers are working on them at any given point in time. It also depends on how complex the issues in each thread and ticket are are.
Please don’t bump your thread by posting into it again because it’s not in your best interest to post to it after it has been tagged for Staff help. Doing that moves the timestamps forward and it takes longer to get a response.
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Timethief, I have just read your reply. It really is most ungracious. I am trying to resolve what is, in effect, a legal matter: WordPress has wrongly, and without permission, taken money from my bank account. I am the party who has been inconvenienced and WordPress is the party which has committed an error. I would therefore expect some kind of apology. Instead I am actually berated for objecting to my shabby treatment. Anyway, that is for WordPress to reflect on.
In the meantime I note that you acknowledge WordPress’s mistake and that you have confirmed I will be refunded. I would appreciate this by email, for my records.
However, you have not explained how long it will take to make a refund, nor have you confirmed that this will be a refund in full of £70.00. I would appreciate it if you would do so, again for the records.
Finally, I would point out that this entire exchange is only necessary because WordPress does not have a real-time customer service. This despite charging me for a so-called Premium service. I really do object to being berated for expressing my annoyance by raising this in several threads. Had this matter been efficiently dealt with in the first place, none of this would be necessary.
Thank you for your assistance. -
hopefully, you understand that every time you post here you move the timestamp ahead in time and the longer it will take to get Staff help.
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Hello @Firstschooloenglish, I’m sorry you’re having such a difficult time. Timethief is just a volunteer in the forums- taking time out of her personal life to help wonderful people like yourself. She tagged this thread for staff to follow up. I’m sure they’ll be happy to clear up all of your concerns. Please wait for them to help you.
Have a wonderful day! :)
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Thanks for your reply and thanks also to your volunteers.
I should like clarification on the following: How long does the refund process take? Am I correct in assuming I will be refunded in full (£70.00)? -
Refunds are time limited. WordPress.com provides a 30-day refund on all upgrades except Domain Registrations, Domain Renewals, and Guided Transfers.
Note: It takes from 1 – 2 weeks for the refund to be received.
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When can I expect to hear from a “staff member”? I assumed I’d be replied to fairly promptly, if only an acknowledgement of my request.
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Timethief, I appreciate your efforts and thank you for your work on the matter. However, I would still like some kind of confirmation from WordPress staff, including confirmation of the refund and an official estimate of when it will be made. With most such transactions, it usually takes no more than three to five working days.
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There are pages of threads that have been tagged for Staff attention. Many of those threads were tagged prior to this one being tagged. I have no idea when Staff will respond here. As I said above every time you or anyone else posts to this thread the timestamp moves forward and that means it will take longer to get a response.
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I’m afraid that’s not terribly clear but no matter. I still need to know how long I should expect to wait for some kind of resolution. Surely, that’s not too much to ask? I can’t imagine any other transaction, any shop or company, that responds to an entirely reasonable request by saying, “we don’t know how it will take to answer you”. I need to know when this will be resolved because I need to manage my bank account. If you are unable to give me an answer, I would appreciate if you could at least give me some idea of how long people usually wait for a reply from a staff member (Note: I am not referring to the process of actually refunding, I just want to know when I can expect to hear from a staff member). Thanks.
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Every time you post here again this thread is starting from zero in the queue for Staff, so I’m unclear about what part of that did I not explain well enough for you to understand?
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At the risk of “starting from zero”, I can only say, Wow. This is surreal. I don’t think I have ever met such unfriendly, unhelpful and begrudging so-called assistance. It’s obviously not worth going back over the obvious – that WordPress is in the wrong and I am a customer who’s been seriously inconvenienced. Clearly no point. Just, Wow. What unbelievably discourteous service. Anyway, as you’ve pointed out: nuff said.
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. If you are unable to give me an answer, I would appreciate if you could at least give me some idea of how long people usually wait for a reply from a staff member (Note: I am not referring to the process of actually refunding, I just want to know when I can expect to hear from a staff member). Thanks.
How long it takes to clear the threads and support tickets depends on how many Happiness Engineers are working on them at any given point in time. It also depends on how complex the issues in each thread and ticket are are.
I have no idea how long it will take.
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Hey there,
We’re dealing with this in one of the other open threads here:
https://en.forums.wordpress.com/private-support/online-help-1?replies=7
So I’m going to lock this just now.
As has already been said, please do not take out your frustrations on Timethief, or any of the forum volunteers. They don’t have the power to look into these issues without a staff member.
Please refer to the other thread to have this sorted out.
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