Why was I charged twice after upgrading to Bi-Yearly Plan?

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    nicgrev
    Asked on August 19, 2015 at 05:08 AM

    I recently paid 2 years of service up front yet yesterday I was billed for my monthly plan. I assumed this would be cancelled upon upfront payment. I have brought this up with paypal. If you could refund the last monthly payment I made that would be great.

     

    Thanks

    Nic

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    KadeJM
    Answered on August 19, 2015 at 10:09 AM

    I see and can confirm you've been charged twice as of recently and we do apologize about that.

    Because you previously used paypal as your original payment method this was not cancelled since it is not automatic our end unless you cancel out that payment prior to switching it over to a new payment plan as you have done. This then left the original payment open and used the new one even though it was associated with your account properly.

    To correct this issue please start by going into that PayPal Subscription in your PayPal Account and cancelling the subscription itself which will halt any further charges from happening again.

    Afterwards we can then either credit your existing bi-yearly subscription by adding an extra month to it. Or Alternatively, if you still prefer it then I could just make a refund request on your behalf instead, but that will most likely take about 2-3 days to be processed by our Billing Team at which point if approved then it would be sent back to your paypal account. 

    We will await your next response before further action is taken to confirm it.

  • Profile Image
    nicgrev
    Answered on August 19, 2015 at 10:40 AM
    Thanks, I have cancelled the monthly debit. If you could refund that would
    be great.
    ...
  • Profile Image
    KadeJM
    Answered on August 19, 2015 at 12:28 PM

    Sure no problem, I've gone ahead and added you to our PayPal Refunds Queue per your request.