Not a blessed person gets back to me. 6 months and running of trying to get a contract cancelled. Multiple support cases created and reportedly ‘resolved’ with no change.
What steps have you taken to resolve the issue?
Cancelled our contract. Opened 3 cases in the last 6 months. Will now start spamming P1 support daily until this is resolved.
Billing issues requre a Billing ticket with Support
01042700
In what area can we help you?
Cancelations
What are the steps to reproduce the issue?
We cancelled our contract back in April. Still getting billed. Sent multiple bills to multiple support cases and same outcome. I’ve tried calling in to get live support and it’s next to impossible. Even going down the tree of ‘I have a security incident I need to report’ nets a voice mail. How does this company not have a worse reputation.
So, I received a canned response of instructions on how to downgrade and cancel my plan. The problem is we already downgraded, and it looks correct in our portal, but we continue to get billed. So, at this point what do I do?
“I will mark this as pending for now, but let us know if you have any further questions or issues by replying to this email.”
So, I replied nearly daily for about a month with a simple “looking for an update” with no response and no auto reply only to find that the case was closed. Looking over the auto response I received this time the very end of the email just states “If you have any questions or run into any issues in the meantime please do not hesitate to reach out.” -email? -portal? b/c navigating through the portal without having an active paid for subscription doesn’t give me many options b/c you need to pay for support. I’ll try responding now.
OK, so the last email I received asked for proof that our CC was getting charged:
Hi Andy,
Thank you for your patience and cooperation.
Reported Charge
In order for us to investigate your report of a credit card transaction, please provide us with the following information:
• Full name;
• Amount of charge;
• Date of charge;
• Type of card (Visa, Mastercard, AMEX, etc.);
• Last four digits.
I’m requesting these details since I can’t identify any recent charge related to this account.
Thank you for understanding.
I will mark this as pending for now, but let us know if you have any further questions or issues by replying to this email.
Kind regards,
Daniel Anselmo
Technical Support Engineer | Cloudflare
So, I promptly replied with screenshots only to realize today that the email that the request came from is a noreply address?? I login to the portal and because I don’t have a paid for account anymore, I can’t access the ticket section. So, I’m stuck in this loop?!
I tried calling in and there’s no way to get in touch with a live person. My only lines of communication are to spam new ticket submissions and the only thing I get back are canned responses instructing me how to cancel my contract.
This is my latest new case: [01234255]
I’ve uploaded a screenshot of my CC statement showing I am still getting charged. Can someone on here with some power please escalate this so I can get off this sick merry go round?
Sorry about the issues you are experiencing. The billing team has been notified regarding your open case. Just wanted to confirm with you that we can see the reply you sent over regarding the billing information that was requested along with the screenshot.
