Opened a support ticket after my credit card was charged six times for the same September 2024 monthly invoice.
Elevated priority level to High after 10 days of no response from Cloudflare.
Disputed two of the five erroneous charges with my credit card.
Continued to attempt to communicate with Cloudflare via open ticket seeking response from billing team as the weeks rolled by.
Rather than communicate with me, Cloudflare instead canceled my Pro plan, so I disputed the remaining three eroneous $50 charges.
Signed up for a new Pro plan in November 2024 with only one domain, and paid $240 for the full year in advance (13 November 2024 until 12 November 2025).
Breathed a sigh of relief as Mastercard found in my favor for each of the five disputed charges.
Felt disappointed and annoyed anew when I received the email from Cloudflare stating that my ticket (Case Number 01225046) had been closed, without ever once having responded in a substantive manner to my support ticket.
Opened a new support ticket two days ago after my credit card was erroneously charged $25 (IN-23367272), despite being fully paid up for the Cloudflare Pro Plan from 13 Nov 2024 until 12 Nov 2025 (IN-15347525) for $240.00.
Elevated the new ticket priority level to high [Cloudflare - 01364943] and decided to document my awful experience with Cloudflare’s overbilling on the community forum.
Billing issues requre a Billing ticket with Support
I’ve got back to you on the case you opened and tried to provide some clarification on billing for your account.
As stated on our Billing Policy:
Cloudflare plans and add-on services are billed every 30 days for each domain in your account.
Cloudflare issues a separate invoice for plans and subscriptions (or add-on services) for every domain added to a Cloudflare account.
For example, if test1.com and test2.com are added to the same Cloudflare account and upgraded to the Pro plan, you will receive an invoice with two charges.
Hope I provided some extra information.
However, if you have further questions, feel free to get back to us on the case so we discuss specific information regarding your account.
Thank you sgoncalves. You are the first sentient human with a pulse to reply to me since this billing ordeal began four months ago. But I am afraid, the issue is not resolved.
This is a recitation of the facts:
On September 9, 2024, Cloudflare charged my credit card six times for that month’s Pro plan invoice, which included fertur-travelcom and peruviantimescom.
I alerted Cloudflare to the overbilling.
Cloudflare NEVER responded to the open Billing Support Ticket I submitted (Case #: 01225046). The only substantive message I received from Cloudflare was an automated email received on October 21, 2024, in response to me disputing the over-billing. It asked me to confirm that I wanted to cancel my service. I replied to that email stating, “I have no intention of canceling. I DO NOT WANT TO CANCEL. Cloudflare ran the $50 automatic charge six times, over-charging me $250 in September.” But Cloudflare did not reply. Rather Cloudflare canceled my Pro service for fertur-travelcom and peruviantimescom.
I subscribed to a new Pro plan for fertur-travelcom in November 2024. I did not subscribe for a new Pro plan for peruviantimescom.
In summary:
Cloudflare massively over-billed my Pro plan.
Cloudflare unilaterally and unjustifiably canceled my pro service when I raised objections to the overbilling.
And now, Cloudflare has unilaterally and inexplicably reactivated the Pro plan for peruviantimescom and charged my credit card $25 without my authorization.
I have this morning downgraded from the Pro plan for peruviantimescom. I appreciate your message that you were forwarding my case to your Billing team so they can have a more thorough look at this.
I regret to tell you that after your last email, I received a slew of auto-generated replies from your Billing team, including:
“While it may look like you were double charged, you were not actually double charged. Here are the details: When your invoices were generated, we gave you 60 days to pay the amount due. However, since the amount due was not paid, our system prorated the time you used Cloudflare for and closed this invoice to allow us to move to our new billing system. Now that we have moved to our new billing system, we needed to gather payment for your open past due invoices, which gave the appearance of being double charged.”
I have never had a past due owed to Cloudflare.
I also received contradictory emails, one saying my ticket was closed and another saying it has been updated and someone will be in touch shortly to assist me. I hope so.
This all appears to be a systematic glitch. It should really be a red flag, the overbilling and non-sequitur auto-replies. I can’t believe I’m the only customer who has experienced it.
I want Cloudflare to refund me the $25. If Cloudflare does not refund my credit card, I will have no choice but to open yet another credit card dispute.
