What could I do if Support does not respond (Case#00989386 created on 17 Jul 2024)?

What is the name of the domain?

ec-reach.com.hk

What is the issue you’re encountering

Our monthly WAF subscription for “ec-reach.com.hk” was suddenly displayed as annual in Jul 2024 (the billing system is still charging each month up to this moment). Support team replied me on 23 Aug 2024 but the information/solution provided was not matched with our case, I pointed out immediately and chased several times but there is no response up to this moment. I simply requested correcting the status back to monthly subscription. Is it normal for processing such issue for near 3 months?

In what area can we help you?

Payment issue

I have submitted an escalation request for your ticket. Please watch this topic for a response.

4 Likes

The support has just contacted me.Thank you !

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Hi Daniel and/or other Technical Support Engineer ! Just want to ensure my reply/query (sent from the registered email address on 16 Oct with details as below) can reach you. If not, would you please mention here or by email? Thank you!

- 16 Oct 2024 12:35:20 (GMT +08:00) Message 1368251 Delivery Status: DELIVERED
-16 Oct 2024 12:35:20 (GMT +08:00) Message 1368251 to [email protected] received remote SMTP response ‘2.0.0 Ok: queued as 4XSynM3D5bz2NXT0’.

I see a note from you starting with We have some queries on your clarification and suggestion:, is that the email you are referencing @user69021?

Yes, it is my reply. Thanks!

Hi Daniel and other Technical Support Engineer! We noted that the subject case# 00989386 was closed by your system on 17 Oct 2024 but the issues are not yet resolved. Do you have any suggestion to my reply on 16 Oct?

Is your Billing Engineering team started to correct the billing cycle of “ec-reach.com.hk” from annual back to monthly? Would you please advise the expected completion date?

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