My Account is Bronze. It should be Free.

  • Profile Image
    Unknownflavour
    Asked on September 27, 2017 at 11:34 AM

    Hello,

    Two months ago I applied to be upgraded to a Bronze account and I had cancelled it to be downgraded back to FREE. We were not charge. I have received an invoice today that my account will be downgraded to Bronze on Sept. 20, 2017. Not sure why this is happening. 


    I checked my account and it should be a FREE account but it's at Bronze which is incorrect. I even received an email saying I my account verifying downgrading to Free. Can you please explain why my account was upgraded and why I was charged. And can this happen again even though I want a FREE account?


    Thanks,

    Ian.

  • Profile Image
    david
    Answered on September 27, 2017 at 12:43 PM

    I checked your account and your subscription is set to expire on September 30th since you are paid up until that point.  At that time your account will automatically downgrade back to a Free one and you will no longer be billed.

  • Profile Image
    ian. goulbourne
    Answered on September 27, 2017 at 02:20 PM

    I don't understand why I got charged. I upgraded the account the Bronze on a Friday and cancelled it the following Monday but I was still charge. I see you have a 30 day money back guarantee so why did I get charged?

  • Profile Image
    david
    Answered on September 27, 2017 at 02:54 PM

    Your subscription was created July 28th, 2017 and then cancelled on August 1st.  A new subscription was created August 29th when the original expired.  That subscription was cancelled the same day and set to downgrade to Free on September 30th.  We do have a 30 day money back guarantee but a second subscription was created after the first 30 day.

  • Profile Image
    Unknownflavour
    Answered on September 27, 2017 at 03:10 PM

    Thank you for your response. But was this subscription automatic? Because my Credit Card info is still in your system. I hope this will not happen again.

  • Profile Image
    Unknownflavour
    Answered on September 27, 2017 at 03:20 PM

    If the second subscription was created August 29th and cancelled the same day, that appears to be a mistake that was rectified. Was I being charged the services from July 28, 2017 to August 1st or from August 29th, 2017 to September 30th, 2017? 

    I little confused.

  • Profile Image
    david
    Answered on September 27, 2017 at 03:29 PM

    One subscription was created and then cancelled.  Then a new subscription was created and cancelled.  None of those actions were performed on our end.  You were charged for the subscription in July and for the subscription in August.

    You current subscription is cancelled and will not automatically renew.  Your account will downgrade back to Free on September 30th.