Billed twice for Pro plan - yearly and monthly. No response to support ticket (3 weeks old). Last support ticket (01232880) closed with no reply
What steps have you taken to resolve the issue?
Contacted support
Billing issues requre a Billing ticket with Support
01331032
In what area can we help you?
Payment issue
What are the steps to reproduce the issue?
I’m on the Pro plan (annual). I was billed $240 for Dec 6, 2024 - Dec 5, 2025 (IN-17609287). But then I was also billed $25 for Dec 28, 2024 – Jan 27, 2025 (IN-20033586).
The last ticket I opened (01232880) was closed with no response. So I’ve been replying to the current ticket once a week to keep it open.
edit: the below reply says there was an update on my ticket and they’ve closed this thread. But the update is just someone saying they’ve escalated the issue. I still haven’t been helped. Hopefully the escalation doesn’t take as long as the initial response did.
I can see there was an update on the ticket. To ensure your private information remains protected, we will address your questions directly through the ticket.
I keep getting billed monthly for a plan that I already prepaid annually. My billing ticket has been open 7 weeks with no resolution
What steps have you taken to resolve the issue?
Open a billing ticket
Billing issues requre a Billing ticket with Support
01331032
In what area can we help you?
Payment issue
I paid for my annual pro plan like usual. But now I’m being billed monthly for it as well. I opened a ticket on Dec 30. Did not get a response until I made a post in the community here
My post was locked almost immediately but now there is a “Senior Billing Support Specialist” who responds to my messages. But all they ever say is some variation of:
Hello there,
Thank you for your response. Hope you are having a great day!
My sincere apologies for the inconvenience here.
We are working with our Billing Engineering for the fix on this issue. Rest assured that we will get back to you as soon as possible.
These responses are all I’ve been able to get (when they respond at all) for the past month. I’ve been double billed again on Jan 28 and I assume I will be again on Feb 28 coming up. Is there any way to fix this issue? Has anyone ever filed a chargeback with their credit card company? I don’t want to do this, I have a feeling Cloudflare would close my account, but I don’t seem to have any other options.
@cloonan , sorry to tag you but I see you’ve helped some others. Can you take a look at my case?
A week ago when cloonan reopened this, I did get a message from a different person in billing (just the same old "sorry for the inconvenience, we’re escalating it, etc.). Nothing since then. I bump the ticket once a week because the last ticket I had was closed with no reply at all.
So it looks like they have no plans to address these issues. It’s pretty sad but I’ve cancelled all my optional features (argo etc.) to mitigate the double billing for now and am looking for another CDN.
Some good news - I just got my Feb 28 bill and I wasn’t double billed. No response or explanation from support (I updated the ticket to let them know), but it’s nice to see the issue appears to be fixed moving forward. That was my main concern. Hopefully they are willing to refund me for the past duplicate charges.
I still plan to leave the optional features off based on this support experience, and will consider reducing my plan further when the term expires, but I stopped looking at competitors. To be honest, it’s tough to find someone with the feature set of Cloudflare, and I do appreciate a lot of the privacy / open internet type of initiatives they work on. So I don’t want to leave if I don’t have to. Maybe that’s part of why they feel like they can get away with such terrible support, though.
In my experience, Cloudflare’s support has been highly disappointing. Since October 2024, my issue has remained unresolved, with no response to my support tickets. Each time I submit a ticket, it gets closed without explanation, forcing me to repeatedly re-explain the situation.
The issues I am facing are:
Being charged monthly for services I already paid for under an annual plan.
Continuously being billed for services I canceled last year.
Some more good news - I got two credit notes on my account for the two double-charges I need reversed
Some bad news - instead of refunding the amounts of the credit notes to my credit card, they charged my card instead. So now I have 4x Pro plan charges I need refunded - the two original double-charges, and the two mistakes from today. The two from today haven’t been posted yet, so hopefully they can fix them before that happens.
Those two charges (pre-auths) dropped off my card yesterday, and the two refunds showed up today. So my issue is finally solved.
Thanks @cloonan for escalating it for me. They didn’t even respond to me at all until I opened this thread. And once you pinged billing for me, it only took 2 weeks to resolve (out of 9+ weeks since I created the ticket).