Downgrade Problem/Subscription Question

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    Asked on December 04, 2012 at 08:31 PM

    I actually have two somewhat related issues:

    1) I downgraded our account from Premium to Basic on Nov. 20th and our Pricing screen then displayed,

    "You plan has been downgraded successfully.
    You account will be downgraded at 2012-12-15"

    It displayed this way a couple different times that day when I was logged in to our jotform account, and my Account Settings screen that day also had confirmed that a downgrade request had been received. I did *not* receive an email confirmation of this, however, which I think would be a critical item for Jotform to send out in this instance.

    Today, however, when logging in, the Account Settings screen showed the below "Account Info" instead of showing that the downgrade would take effect on Dec. 15th. And the Pricing screen also showed that we were on the Premium plan and gave no indication that we were scheduled to be downgraded.

    Account Info
    Account Type
    Next Billing
    December 15th, 2012
    So now today again I clicked the Switch Subscription button and it once again gave me a message:
    "You plan has been downgraded successfully.
    You account will be downgraded at 2012-12-15"
    I have lost confidence in trusting that I am actually scheduled to be downgraded. How can I be sure this will go through?
    2)  A complaint?/suggestion:
    All of your terminology on your website refers to a "monthly" subscription, yet in reality it looks like it is a 30-day subscription. So since I upgraded my subscription on August 17th, I expected the downgrade to happen on December 17th, instead of the Dec. 15th that it is showing me. If I am correct in this 30-day subscription thing, then please lodge this as a customer complaint.  You should not be referencing a monthly subscription if it does not run on a monthly basis.
    Thank you for your attention and response!
  • Profile Image
    Answered on December 04, 2012 at 09:35 PM

    I have checked your account and you are correct. We have hundreds of paid subscribers and that is why we automate the process. However, glitches in our servers will always come up in the escene.Thanksfully this doesn't affect the majority of our customers.

    For that reason , I have added your account to our downgrade list  to make sure you will not be charged on the next month period

    On regards to referencing to "a monthly subscription" you are correct, this is a 30-days subscription, or what it is called a month period subscription. Probably the terms have to be clarified. We will take this into consideration and rectify it

    Please accept my apologies on behalf of the company for the inconveniences