Free - still charged

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    Asked on July 15, 2019 at 12:11 PM

    We moved to the FREE service level and deleted all surveys a few weeks ago.  We were still charged today.  Please reimburse and ensure we will no longer be charged.  We will no longer be using the service. 

    -Bree Liscinsky

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    Answered on July 15, 2019 at 12:27 PM

    We do apologize about this billing issue you are having and thanks for letting us know.

    I've looked into this problem and found that this happened because your subscription wasn't canceled yet.

    This is due to having a PayPal subscription which is not automatically canceled on our end.

    To rectify this situation it's best to log into your PayPal account and cancel it on your end. Here is the help guide that explains how to cancel the PayPal subscription. 

    Additionally, I have also forwarded your concern to our Billing team so they can process your refund.

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    Answered on July 15, 2019 at 12:37 PM

    Our team has confirmed the refund has been processed please allow 3 - 4 business days to reflect it in your account. Feel free to get in touch should you have further concerns.