cfdigital
Billing issues
We continue to get billed monthly for Business tier
We continue to get billed monthly for Business tier
Contact Cloudflare support continually for 3 months.
3270902
Refunds
Hello,
I’m posting here simply to point out some frustration I’ve had dealing with Cloudflare billing issues for months now, that I know many other customers have been experiencing.
While I can appreciate that Cloudflare recognized they had an issue in supporting customers on these billing problems and ended up making a dedicated, new support portal to address, the fact that for almost 3 months I have not had any actual response to my billing inquiry is shocking, to say the least.
It would be one thing if I didn’t get any updates for this amount of time, but more generally Cloudflare had some kind of open communication with customers (blog post, twitter, anything) letting us know what was happening and why, and the outlook on eventually finding a solution.
But to this day, I have not seen anything publicly disclosed by Cloudflare on these major billing issues that are affecting numerous customers from what I can see on these community forums (aside from status page updates which doesn’t seem to cover the full scope of issues).
Many of us have been completely in the dark on this, and while on my end I have been able to function without any site breaking issues, it is still disappointing that we paid for a year in advance for a business tier site in May, and for 3 months since then we are still getting billed for that same site monthly.
I’ve been fairly patient, and I’m not here to bash anyone. Rather, I’m pleading with Cloudflare step out in front of this in some way, communicate with us, let us know what has been going on. To hear absolutely nothing for months on these billing issues is simply just a complete failure to your customers. I’ve always held Cloudflare in high regard and have been a happy customer for years.
But this recent Billing support debacle has left a major dent in my trust in the organization. With luck, I’ll hear back on the new salesforce support portal with an answer on resolving my issue soon.
After that, it is my hope that Cloudflare engages in a major mea culpa moment, and does what they can to undo the major loss of goodwill to what I’m sure is a decent amount of customers.
Thanks for listening, and I hope things improve as we move forward on this new billing platform.
Lastly, I’ll note that while I have received emails noting the new support setup, nothing has been really clear in terms of the new platform, such as, how to actually get to it. I had to stumble across the link when logged into Cloudflare today.
In case it’s helpful for anyone else, to get to the new billing support portal, click on Support > My Activities - Billing / Registrar. Click that and you will get sent to the new Billing Support sub-site that’s setup an their new portal specific to billing issues.
Hi @cfdigital,
As cliché as it can sound, I really understand your frustration and your reasons on why you are disappointed about the lack of communication. We are really sorry about that.
Although I don’t know what is exactly the cause of this issue, therefore I cannot provide any more information than the one that is published in our status page, I’ll do whatever is in my hands to help you in any way with your current Billing issues.
With luck, I’ll hear back on the new salesforce support portal with an answer on resolving my issue soon.
Could you please provide us the Case number that you have in SalesForce so we can escalate this with our Billing team?
Thanks for listening, and I hope things improve as we move forward on this new billing platform.
Thank you for sharing with us your valuable feedback, we are working diligently to get out of this situation and hopefully, everything goes back to normal again.
Once you provide your case number I will escalate your case and notify you about it.
Regards!
-Luis.
Thank you @Luis_McCloud, appreciate the response.
Believe the case has already been escalated so I’m not sure if it will help, but anything you can do to possibly get a resolution on it would be great.
Simply put, we just need our Business tier site to stop getting the monthly charges to our CC (because we switched to yearly in May) and we need a refund on our card for May, June and July. Happy to provide invoices as supporting documentation.
Many thanks, the Salesforce case number is: 00976808
Correct I have verified that our Biliing Engineering team is taking a look at it and they are discussing right know how to proceed with the extra payments.
Please keep an eye on the SF ticket as I can see that there is some progress in our internal escalation ticket.
Regards.
Please keep an eye on the SF ticket as I can see that there is some progress in our internal escalation ticket.
Thanks for the replies. Just checked on our ticket and still no update since July 19th.
Hi @cfdigital I have copied myself on your ticket and apologize for the time taken to resolve this for you. I will continue to monitor progress.
Thanks @cloonan , appreciate it.
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@cfdigital let the team know on your ticket if you are still encountering issues.