you phone number hung up on me and my account says you refunded my charge but my credit card says i still have to pay

  • Unknown's avatar
    creatingcarla · Member ·

    you phone number hung up on me and my account says you refunded my charge but my credit card says i still have to pay

  • kokkieh · Staff ·

    Hi there,

    We don’t provide phone support on WordPress.com, and don’t have a phone number, so I’m not sure who you called, but it wasn’t us.

    We have not refunded you, because you did not cancel any upgrades with us within the refund period. Your upgrades with us renewed on 3 April, but instead of cancelling your plan for a full refund, or contacting us for help with that, you disputed the charge with your bank on 23 April. When you do this, you are essentially accusing us of fraud, and the payment is frozen pending an investigation. Additionally, your site is locked pending payment of a chargeback fee. You can read our full policy here:

    Chargebacks & Disputes

    If you are willing to cancel the dispute with your bank we might still be able to refund you ourselves. Otherwise you will need to wait for our payment processor to complete their investigation before you’ll receive your refund, which could take eight to twelve weeks.

    Let me know if you have any questions about this.

  • Unknown's avatar
    carlascupcakery · Member ·

    Hey WordPress,

    Yesterday was the first time I was able to find a way to contact you in any way even though I had tried previously several times. It seems weird to have to post my personal account issues as a public forum post in order to get help with my account. That seemed like the wrong way to go about getting help on a personal issue with my acount. I would have preferred to contact a support via email or phone but that doesn’t seem to be the case. Unfortunately, the only way I could manage to argue that I had tried to cancel my account was with my credit card company as they had a communication method that I could find. It’s hard to communicate my issues on this public forum as i wont relay any personal information and I didnt want to make my plead on a public forum.

    For reference, here is the link I found on the wordpress site showing a phone number to contact, I would recommend you remove this page if you no longer take any phone calls.
    https://wordpress.com/go/wordpresscom/contact-wordpress-com-support/#:~:text=WordPress.com%20does%20have%20a,recorded%20message%20with%20menu%20options

    I’m concerned about removing the dispute with my credit card company as in your response you said you MIGHT be able to process a refund then. If there are no certainties for the refund then I wouldn’t want to end the dispute and definitely loose my funds. I’m one independent person who cant afford to loose $120, I need to do everything I can to take care of my family and the $120 can feed my son. I’m not a company who has made a lot of money and can afford this loss. Additionally, this has already been going on for 6 weeks and if that has already been too long I dont want to cancel my dispute and then you say that you cant refund since it’s been too long.

    Your Chargebacks $Disputes is not a live link above so I am unable to read it.

    I wouldve loved to work with you and find a way to communicate with wordpress directly about this. I tried to find information but all I would find was the link above. Once I had exhausted my resources to contact you (as stated above, a public forum seemed like the incorrect method to reach out about a personal account issue) I had decided to contact my credit card provider. I understand that’s not ideal, but it was the only method I could find to dispute the charges of an account I had attempted to cancel as I can no longer afford to keep this account. How can I be guaranteed a refund if I cancel the dispute?

  • staff-blorbo · Staff ·

    I would have preferred to contact a support via email or phone but that doesn’t seem to be the case.

    We do not offer phone support.

    We offer forum support for all users on our free plan, email support for all customers with paid plans, and live chat support for all customers with Premium and higher annual paid plans: https://wordpress.com/support/help-support-options/

    Visiting https://wordpress.com/help/contact will always connect you with the highest available support option for your plan.

    For reference, here is the link I found on the wordpress site showing a phone number to contact

    There are a few scam sites claiming to be our phone support, so we added that as hopefully a preventative measure.

    But, it’s just a business voicemail, it wouldn’t be a person who’d hang up on you.

    Your Chargebacks $Disputes is not a live link above so I am unable to read it.

    Your Premium Plan for creatingcarla.com was renewed on April 3 since auto-renew was enabled on the plan.

    Typically, you can cancel and refund these via https://wordpress.com/me/purchases in accordance with our refund policy https://wordpress.com/support/manage-purchases/#refund-policy

    However, instead you initiated a chargeback dispute with your credit card provider: https://wordpress.com/support/payment/chargebacks/

    We can still issue a refund for this within the next 5 days (after that our ability to send a refund ends, as it’s well beyond out typical refund period), but not while the chargeback dispute is active. Once you have canceled that dispute with your credit card provider, we’ll be happy to issue a refund.

  • catkiinson · Staff ·

    We’ve been notified by our payment processor that your dispute was closed and the payment was returned to us, so I have just refunded it. You should see this refund in about 5-10 business days.

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