Duplicate billing in same months (for 10 months now)

  • Profile Image
    zeeead
    Asked on June 02, 2014 at 08:10 AM

    Hi,

    I just noticied that i had been billed twice a month since august 2013.

    When i checked the invoices, the product id was the same: 63462, but the date of order was different 24 Jul 2013 vs 07 Aug 2013.

    can you help me to understand why i had been billed that way? because i'm subscribed to a monthly billing of 19,95$, and not the double.

    Can you fix that, and refund the difference?

    thank you

  • Profile Image
    jedcadorna
    Answered on June 02, 2014 at 10:38 AM

    Hello,

    Thank you for contacting us.

    I have checked your account and it shows that you have 2 active accounts. It could be that you tried to upgrade twice last 2013 and the first attempt didn't push through since the login name was not specified according to our records then after your 2nd attempt it was already successful but the first attempt was still left active. These are your 2 active accounts in plimus 33310429 and 33373471.

    Our system won't allow us to refund beyond 60 days. We can only adjust the expiration date of your subscription but cannot refund more than 60 days. I will go ahead an cancel your other active subscription 33310429.

  • Profile Image
    zeeead
    Answered on June 02, 2014 at 12:15 PM

    Thank you for your answer.

    I already received cancellation notice of one subscription.

    When will you refund the last 2 months? i'm asking even if i don't understand why you won't refund all the fees that you received for nothing.

    Thanks

  • Profile Image
    EltonCris
    Answered on June 02, 2014 at 02:36 PM

    @zeeead 

    Thanks for your reply and sorry for the misinformation. I believe the duplicate charged has occurred by the time you updated on your billing section under account settings which is obviously a system glitch and was already resolved.

    I have now processed a full refund for all the double charges starting from the month of September 2013 where it started to occur after your switch from Premium to Economy on August 2013.

    You only have 1 active subscription left from now on and your account stays on the Economy plan.

    Our apologies for any inconveniences caused. Have a nice day!

  • Profile Image
    zeeead
    Answered on June 03, 2014 at 06:11 AM
    Thank you for your support.