Billing Concern: Account Upgrade Invoice Request

  • Profile Image
    fondoambiente
    Asked on February 16, 2013 at 11:20 AM

    Dear sirs, 
    I need your help because on my profile results as "Account Type": Premium, but I changed it in "Economy". 
    I repeated the operation "Upgrade" for three time and nothing has changed. 
    Let me know how I have to proceed to turn my profile from "Premium" to "Economy" and if you will charge on my paypal all three attempts failed.

    Best regards.

    Marco Caputo 
    Fondo Ambiente Italiano

  • Profile Image
    KadeJM
    Answered on February 16, 2013 at 01:32 PM

    Hello Marco, we're very sorry about this problem. I have manually corrected the problem on your account. Please check your bank statement or if you have any other issues and questions then please let us know.

  • Profile Image
    fondoambiente
    Answered on February 16, 2013 at 04:04 PM

    Thank you for your reply! but i have to know if the new plan "economy" is monthly or annually, because i have never receved the invoice. I'll check my bank statement asap. Please send me the invoice. 

    Best regards

    Marco Caputo
    Fondo Ambiente Italiano 

  • Profile Image
    Welvin
    Answered on February 17, 2013 at 01:17 AM

    Hi Marco,

    It is Annual, my colleague have ugpraded your account from Premium Yearly to Economy Yearly. Your next billing is February 16, 2014. Please kindly check again your email address for the invoice.

     

    Thanks

  • Profile Image
    fondoambiente
    Answered on February 17, 2013 at 04:25 AM

    Hi Welvin,

    I checked in my profile my email address and it is correct, but I didn't receive any invoice. In my profile I can see in the area "Billing" a new invoice with the same number, the same date of payment and the same description "Premium" of the previous. Could you check it, please?

    Please kindly send me asap the invoice correct and insert it in my profile; I give you another email address

    marco.caputo77@alice.it

    Thanks again

    Marco Caputo

     

  • Profile Image
    fondoambiente
    Answered on February 17, 2013 at 12:44 PM

    Hello, I inform you that I have not yet received the correct invoice. Please send the invoice as soon as possible.

    Thanks again

    Marco

  • Profile Image
    KadeJM
    Answered on February 17, 2013 at 01:06 PM

    Hello Marco I'm sorry about this. I have checked your plan and sent out a second invoice could you please tell us if it is showing correctly when sent to you? If it does not then please let us know so that we can get this problem fixed for you.

  • Profile Image
    fondoambiente
    Answered on February 17, 2013 at 01:29 PM

    Hi Kade,

    I'm sorry but I checked again and the second invoice, you sent me by email, is in my opinion uncorrect; the second invoice has been issued for an amount of 90.00 USD instead of 199.50 USD and the description is "Premium Yearly" instead of "Economy Yearly". 

    You can see below the emails I received.

    First email

    Congratulations! Your JotForm account has been upgraded to JotForm Premium Yearly:
    https://www.jotform.com/myaccount/

    If you have any questions, please feel free to contact us.https://www.jotform.com/contact/


    Thank you for choosing JotForm,

    JotForm Team
    jotform@interlogy.com

    Second email

    Grazie per il Vostro Ordine

     



    Identificazione di ordine: INT121116-4919-42141
    1 JotForm Premium Yearly

     

    USD 199,50 ogni anno

     

    Total: USD 90,00

     

    JotForm Support
    jotform@interlogy.com

     

    COULD YOU CHECK AGAIN AND SEND ME THE FINAL CORRECT INVOICE, PLEASE?

    THE PAYMENT REFER TO "ECONOMY YEARLY" HAS BEEN ALREADY DEBITED ON MY CREDIT CARD, PLEASE? 

    Thank you

    Marco Caputo

  • Profile Image
    fondoambiente
    Answered on February 17, 2013 at 01:43 PM

    SCREENSCHOT

  • Profile Image
    moonzkie
    Answered on February 17, 2013 at 02:53 PM

    Hi,

    We are sorry for the inconvenience and the delay this has caused. We are still currently looking for a solution on this matter. We will update you as soon as possible.

    Thank you for your patience.

  • Profile Image
    fondoambiente
    Answered on February 17, 2013 at 03:32 PM
    I hope!
  • Profile Image
    fondoambiente
    Answered on February 18, 2013 at 08:49 AM

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    Welvin
    Answered on February 18, 2013 at 10:54 AM

    Hi,

    Our apologies for that. I think that happen because your account have been upgraded from Premium Subscription which start on the same Date and Month (November 16, 2012). The upgrade charge won't renew the your subscription and will just upgrade your account to Economy Plan.

    But I have this thread forwarded to our Level 2 Support for further investigations. We'll you know if there are updates.

    Thanks for your patience and understanding.

  • Profile Image
    aytekin
    Answered on February 19, 2013 at 10:38 AM

    Can you tell me which charges do you see on your credit card statements on which dates? Please include both payments and refunds made. 

  • Profile Image
    fondoambiente
    Answered on February 19, 2013 at 12:27 PM

    I paid with paypal and it's only the payment of $ 90,000 by November 16 2012 for the Premium profile, there are no charges for upgrade a economy profile.

    What should I do?