- LoriDTEAsked on January 27, 2015 at 11:03 AM
I was sent an email that I needed to upgrade my account because I was almost out of secure submissions. $90.00 was taken out of my checking account through Paypal for this when I had only filled out your form for a month and not only that but my account is not upgraded either so you have basically stolen $90.00 from my account that was not authorized and did not provide my service even. I am doing a dispute through paypal and hopefully my money will get refunded. I do plan on trying the upgrade for a month on my account but now I have nothing and am currently out $90.00 that I need to go grocery shopping with for my family. Paypal hasn't heard from you yet and I am in wait mode for my money and stuck. What can be done to speed up this process?
- JotForm SupportdavidAnswered on January 27, 2015 at 12:23 PM
We are very sorry about this. I have forwarded this to our support manager and she will take care of you shortly. I checked our logs and was unable to find a PayPal payment from the email address you referenced. If your PayPal email address is different than your JotForm one, that may have been what led to the subscription not being properly applied.
In any case, if you could let us know the email address of the PayPal account you used, that would also greatly help us speed up the process. I also went ahead and reset your account limits in the mean time. My manager will address this as soon as possible.
- Lori WallAnswered on January 27, 2015 at 12:33 PM
my email address for my PayPal account is firstname.lastname@example.org. I only wanted the month subscription to try it out,mi have no problem upgrading to the year as long as the month works out well for me as a paid account. I appreciate your quick attention to this matter. $90.00 is a week of groceries for my family as I stated before and I was not prepared to have 90 dollars taken from my checking account and then not even have access to a paid subscription on top of it.
- LoriDTEAnswered on January 27, 2015 at 12:38 PM
i just received an emai from pay pal saying my money was going to be refunded. Once I receive the refund I will try again to purchase an account for a month and hope it goes well.
- JotForm Support ManagerJeanetteAnswered on January 27, 2015 at 12:38 PM
I've processed the refund. We are very sorry for this bad customer experience you might have had. There was a system problem when you upgraded your jotform account, apparently the transaction was done on a expired session so the system did not carry the correct username and came with an "undefined" user, that's why it never upgrade it.
Date of sign up: Jan 24, 2015
Subscription Name: JotForm premium yearly
Subscription Number: S-67S24086PG960231L
Custom Number: undefined-yearly
If you want to purchase just a month, please make sure you have made a recent login on your account. If this is going to be just a month period, then you need to cancel it right after the purchase, otherwise it will automatically renew the next month. If you have doubts, we are here to assist you.
- LoriDTEAnswered on January 27, 2015 at 01:04 PM
I just want to make sure you saw that paypal also said they would be refunding also. I don't want you to be out the money either if two refunds are processed.
- JotForm SupportdavidAnswered on January 27, 2015 at 01:09 PM
The refund that was processed was the one initiated by the dispute. There was only one processed and you should be all set. Let us know if there is anything else we can help you with and we will be happy to do so.