Wrongly Charged – Bad User Experience
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First of all the customer experience for getting in contact with WordPress is terrible. Honestly, I may consider finding another resource, it has been that poor.
I was charged 2x for $99.00, I was doing 1 trial for the premium service. I did not realize that WordPress would charge me without checking if I wanted to upgrade to Premium (bad user experience). Typically companies tell you that your free trial is up and ask if you would like to upgrade. Seems sneaky what WordPress is doing.
Please refund my money in full of $198 and contact me at your earliest convenience at 949-307-3537. Thank you, Erica
The blog I need help with is: (visible only to logged in users)
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Hello there,
There should be instructions upon entering your credit card information for the 2-week trial that you will be charged if you don’t cancel before that time. Sorry if that wasn’t visible!
I see that you weren’t double charged, rather you were charged once for each of your two sites: ericasolis.wordpress.com and lifetreazures.wordpress.com.
I’ve removed both of these Premium upgrades from your two sites, and I’ve issued a refund for each.
I hope this helps! If you have any other concerns, drop me a note. Thanks much!
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Erica,
Before I completely disconnect/refund your upgrade for lifetreazures.wordpress.com, I wanted to check in with you!
I see that as part of the upgrade, you registered the custom domain name, lifetreazures.com. If I cancel the Premium upgrade, that domain name will also be canceled. Is that all right with you?
If you want to keep using your ifetreazures.com domain but you don’t want to use WordPress.com anymore, you don’t have to cancel it. Instead, you can continue using the domain by connecting it to a site hosted with another provider:
http://en.support.wordpress.com/domains/move-domain/
However, if you don’t want this domain at all, I can cancel and remove it from your account for you.
Before I do, you should know that when we cancel a domain, it can take up to several weeks to be released by our registrar.
**We can’t guarantee that you will ever be able to purchase ifetreazures.com again once canceled, so please keep this in mind.**
Once I hear from you, I’ll take whatever action you’d like on this upgrade/domain.
Many thanks!
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Hi Robyn:
I apologize for the late response. I would like to keep LifeTreazures.com, that was the only one I thought I had the trial for. So please refund just one in the amount of $99. Thank you for following up on this.
Other feedback:
Make it easier to get in contact with support. I had to click 5 different things to find my post. Still not sure how I even found it and I am fairly tech savvy. You may have happier customers if this was an easier process.Do not charge people after the 2 week trial. First ask if they would like to indeed upgrade to premium. This is a better practice as the majority of people are very busy and cannot remember every trial they do nor can they remember the exact day they need to cancel by (especially with two weeks). Adobe does a good job at this, they offer 30 day trials and confirm with you prior to an upgrade. Very easy and good user experience. Just my two cents.
Please confirm when I can expect my refund.
Thank you,
Erica -
Hey there, Erica!
Thanks so much for your response and your suggestions. I’ll pass them along. If you’d like, I also encourage you to leave your ideas and thoughts on our user Idea forum. It helps our developers to know what our users want. Here’s the link:
https://en.forums.wordpress.com/forum/ideas
We are in the midst of improving our communication systems, so I hope you find contacting us easier in the future. You can always go directly to:
http://en.support.wordpress.com/contact/Begin to type in a question, and once that’s done, you’ll be asked if you want to contact support directly.
I took a look at your account. You’ve been refunded $99 for the ericasolis.wordpress.com Premium upgrade. I’ve removed that upgrade from your site. That refund should show up in your account within a few days. I am re-emailing you a statement for that refund, should you need the details for your bank.
Please let us know if you have any other questions. Thanks much!
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