Charged for 4 months of non-existent business plan

General Billing
1

Hi,

I added this in the topic here, but the ticket was closed after my comment.

We seem to have experienced the same issue as in that ticket where we have continued being charged for a business plan that doesn’t exist. Following the invoice on Friday we’ve now been charged $1000.

We have a ticket open, 3263415, but have not received a response in 21 days.

Is there any way to escalate this?

Thanks

2

Hi there,

Since this is related to billing matters, we are not able to assist you on community. I see that support has been assigned to ticket #3263415, and it has been escalated internally

3

Hi @sufi ,

Thanks for the response, however, if you look at the other post I linked there is evidence of louise2 resolving the ticket.

The ticket is now over a month old and has received 1 reply 23 days ago. I recognise things are busy but to be out $1,000 for that period is proving frustrating.

Thanks

4

Hi there,

Thank you for contacting Cloudflare Support. My name is Daniel and I will be assisting you today.
I’m sorry to hear that you’re experiencing some problems regarding your service.

Please accept our apologies for the delay in responding to you. We are experiencing an unprecedented demand for our service, which is causing delays for our customers.

I’ve replied on the ticket, and I’m reviewing this issue with our Engineering team.

We’ll follow up there, from now on.

Thank you.

5

Hi @danselmo ,

I’ve requested an update on the ticket but we’re now 20 days since being told our ticket is on hold with no meaningful update and approaching the billing date again.

Feel like I’m banging my head against the wall!

Thanks

6

Hi Alex,

Thanks for getting back to me. Please accept our apologies for the delay in responding to you. We are experiencing an unprecedented demand for our service, which is causing delays for our customers.

As stated in the ticket, I’ve force-cancelled your subscription and issued a full refund for the 5 payments that were charged ($1,250.00).

Thank you for your understanding,

Best Regards.

7

Thanks @danselmo ! Appreciate the busyness - the sum was just growing so was keen to get it sorted!

1 Like
8

This topic was automatically closed 2 days after the last reply. New replies are no longer allowed.