Billing Problem Again!!!!!!!!!!!!
By charles on Tuesday, 29 April 2014
Posted in Post Sales
Replies 8
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We just renewal our Easy Social subscription and purchased Komento Pro also. Over the last 4 days we have not been able to download Komento Pro because it was not added to our dashboard. We have submitted two support tickets outlining the problem and yet our account has not been updated!

We don’t want Stackideas to double bill us! Especially when I have already sent you our order numbers for Komento Pro and Easy Social Pro Renewal. If you look in the dashboard auto billing is active so on May 15, your system will submit a request for payment and Fast Spring will try to charge our charge card thus double billing us when we have already paid for another 6 months subscription!

For now I am going to disable auto billing in our dashboard, in order to prevent Stackideas from double billing us! But let me be clear while I am disabling the auto bill option, it does not mean I am canceling our current subscription or the renewal subscription we already paid for 4 days ago. Again I am disabling the option Stackideas have active in it system in order to prevent being double billed!

Our current subscription will end on May 15, 2014 we do hope your company is able to update our account by then…


Mylene/Charles
Just tried to disable the auto billing option and the cancel auto billing button is disable...It does not work!
charles
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Tuesday, 29 April 2014 23:29
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Hello Charles,

Sorry but I am a little lost here. Looking at our merchant's end, your subscription is not active as we have performed a partial refund to your account because you have chosen to upgrade to the Pro version and you have also cancelled the automated billing.
Mark
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Tuesday, 29 April 2014 23:37
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Hi Charles,

Thank you for your inquiry. I apologize as I am not quite clear on your issue. I've checked your purchase in Fastspring and it appears that the auto-billing has been cancelled. This might be due to the fact that we have stopped auto-subscription purchase of EasySocial. I can also see that Komento Pro is already linked to your dashboard and you should be able to download it via your dashboard.

Is there anything that I've missed? Kindly advice.
Ahmad Justin
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Tuesday, 29 April 2014 23:46
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You are confusing two different transactions Mark! When I first tried to upgrade Charles subscription I was told time would simply be added to the plan he had and a couple days later I was told you was making an adjustment because the plan wasn't being offered anymore and you gave him a refund for the different. If I would have known that, I would have just waited for charles subscription to end and then renewal it.

On April 26, 2014 I renewal "Charles" Easy Social Pro Subscription and purchased Komento Pro which was just added to his dashboard today but my purchase of Easy Social Pro has not been added to his dashboard and I have already submitted two support tickets with the following order numbers in them!




My company policy does not permit us to use auto billing when it comes to Fastspring, to many things can go wrong... And double billing is one of them.

Again can you please update my boss account and your records!


Mylene Duguay
charles
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Wednesday, 30 April 2014 03:12
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Hello Charles,

I have actually removed those sensitive data because others might be able to use your order reference. Can you please write to us at https://crm.stackideas.com/ and provide us with the details of the orders please? I think there's some sort of confusions or mix up.
Mark
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Wednesday, 30 April 2014 03:30
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Mark,


I have sent you the information requested...
charles
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Wednesday, 30 April 2014 07:06
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Thanks Charles! We'll get back to you on that ticket
Mark
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Wednesday, 30 April 2014 11:22
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Hi Charles,

I have received and have replied to your ticket. I've also taken the initiative to check your previous ticket and all of your tickets were responded on time by our support team. However, you did not replied to us back. I know that this might be out of topic but seeing that you've claimed that you never heard anything from us; perhaps our replies went to your spam folder? There are also cases in which our emails were filtered out by our customer's firewalls so I'd suggest for you to either check your spam folder or inquire some assistance from your system administrator.

Let me know if there's anything more that I can assist you with.
Ahmad Justin
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Wednesday, 30 April 2014 11:37
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