Getting double-billed for two different companies that I work for

What is the name of the domain?

heartmath

What is the issue you’re encountering

Cloudflare is double-billing… See attached screenshot.

What steps have you taken to resolve the issue?

I’ve tried editing the billing emails, I’ve tried entering a new credit card, have asked other company to accept some charges for now, have tried placing a order then waiting days and weeks now… and have tried to contact customer and billing support with no luck. Last response I got was from Gloria and she said she’d be letting me know of the status, but the ticket got closed as resolved and it won’t let me re-open the ticket.

Billing issues requre a Billing ticket with Support

3237189

In what area can we help you?

Payment issue

What are the steps to reproduce the issue?

Anytime I try to place an order for something, it charges the wrong credit card and two different companies get invoiced.

Notice how one account is an Institute with .org emails and the other is a Inc. company with .com emails… Each account has separate credit cards.

Screenshot of the error

Please note that emailing support @ cloudflare com doesn’t work anymore, and email enterprise support hasn’t gotten an answer.

Plus, when I go to https://dash.cloudflare.com/?to=/:account/support all it does is redirect me to the Accounts Dashboard.

And, calling the two phone numbers I have for Cloudflare always goes to some automated voicemail system with generic information.

See attached screenshot… Just the fact that you have the same exact invoice (with the same exact invoice number) and the wrong company is getting billed is concerning our accounting department… they are going to have to do some reimbursement work between the two companies for the existing charges.

To be clear: The credit card on the Institute .org account is getting billed for purchases on the Inc. account which has its own primary and backup credit cards that are different that the one on the Institute .org account.

The other company also has a ticket open for this at: 00980557

Cloudflare Enterprise Support please fix this billing mix-up ASAP, thanks!

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