Upgraded account last March. Only got put to premium status this month, but no refund?

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    Asked on February 03, 2015 at 02:06 PM


    Last March my client Anne paid to upgrade her account to premium. In the months to come, she had numerous issues with emails getting bounced, forms not working, reaching her quota, etc. Finally in January one of your techs figured it out. I received this email from him:


    Answered by EltonCris

    Hi Tim,

    Thank you for contacting us.

    Your clients account should now be on the premium plan. Kindly check and confirm.

    What happened was, there was no username on the payment details when he paid for the subscription. This usually occurs when the user is not logged while making the payment. I have now corrected it here so it should be fine by now. Just to clarify, he has subscribed last March 30, 2014 - premium yearly, so the subscription ends March 30, 2015.


    With regards to the email, there were no errors on the delivery of the notifications to his email address. According to the latest logs below, they were all successfully sent.


    While I'm thankful my client has just received the premium service on her account, I'm actually kind of shocked that she wasn't offered a refund, or at the very least an extension to 1 year from when her account actually got upgraded.

    To recap - she paid for premium service for 1 year, but did not receive it until the 10th month and is now being told that she will need to pay again in March. So effectively, she has paid for a full year and only received 2 months worth of service.

    Can someone please either refund this account or extend it? Thank you,


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    Answered on February 03, 2015 at 04:39 PM

    Hello Tim

    I understand the reasons of your request. The problem with that subscription was due to a system problem, something that is beyond our control, but that can be sorted out if people notify to us on time.

    With this said, I wonder why it took you or your client almost a year to bring this to our attention. Not sure if your client did not notice it as well.

    At any rate, we can extend this subscription until Dec, 2015

    Does this help?