Support » Plugin: UpdraftPlus WordPress Backup Plugin » Double Billing from Updrafts Plus

  • Resolved design4dotcom

    (@design4dotcom)


    On Feb 5, 2020, I renewed my license agreement and paid $87.
    On Feb 19, 2020, you “renewed” my account and charged me another $87.

    I submitted a support ticket last week explaining this. I have yet to receive a reply.

    If you don’t refund this, I will contact my credit card company.
    This is in very poor form.

    I submitted a support request last week and again today. No one has answered me.
    I really like your product and am furious that you did this.
    The next step after this is Google Reviews.
    Thank you.
    Michelle

Viewing 10 replies - 1 through 10 (of 10 total)
  • Plugin Contributor bcrodua

    (@bcrodua)

    Hi Michelle,

    Sorry, please send us a support request using this form – https://updraftplus.com/paid-support-requests/.

    This forum is for the UpdraftPlus free version only.

    Regards,
    Bryle

    I have the same issue (not double billing, but unanswered support requests)

    I submitted a “paid customer” support request but have not heard anything – and submitted in the paid customer support forum on Sunday which told me “your request is awaiting moderation” and I haven’t seen anything further.

    Is something falling between the cracks somewhere?

    Thread Starter design4dotcom

    (@design4dotcom)

    I’m sorry. I sure hope this company is not going deaf on it’s paying customers. I’m stubborn enough to jump ship and find someone who values my business.

    I’ve had a good experience in the past. Let’s hope they are just closed for a holiday week or something.

    Good luck,
    Michelle

    Thread Starter design4dotcom

    (@design4dotcom)

    @bcrodua I did. Twice.
    If you look at my original post, it’s almost exactly what I wrote in the support form.
    If you want me to PM you my invoice numbers, I can do that.
    Michelle

    Thread Starter design4dotcom

    (@design4dotcom)

    I submitted this issue via the support form twice with no reply.
    I have now disputed the second charge with my credit card company.
    Thank you.
    Michelle

    Plugin Author David Anderson

    (@davidanderson)

    Hi Michelle,

    We’re forbidden by wordpress.org rules to respond to queries about commercial purchases in their forums; it’s against their rules, which they do enforce – https://wordpress.org/support/guidelines/#do-not-post-about-commercial-products .

    The support ticket queue is cleared daily. So, if you’ve not seen a reply, then it was eaten by an anti-spam system in your incoming mail. In that situation, you should instead post in the forum, where email delivery issues can’t arise – https://updraftplus.com/forums/support-forum-group1/paid-support-forum-forum2/

    David

    @davidanderson if you look at the forum here and your own support forum you will see multiple recent complaints over the last week about lack of response to the support forms posts, and lack of posts appearing on your paid support forum. it has happened to me (and my own reply is still not visible on your own support forum).

    It looks strongly like there is a gremlin in the system on your side to get this many customers complaining of the same symptom

    -Steve

    Plugin Author David Anderson

    (@davidanderson)

    Hi Steve,

    We’re aware of a new issue on the updraftplus.com forum that an upgraded version of bbpress started putting posts into “moderation” without sending any alerts to anyone (the previous version didn’t put anything into moderation at all – it all got posted immediately). There’s currently a “turn off all moderation” fix in testing that should get launched this coming week… we are really sorry for the inconvenience.

    Support ticket posts going missing are always due to anti-spam systems at the recipient’s end eating them. Our support queues are cleared daily (working days), and everyone who’s complained about missing emails gets it automated audited and verified that their system accepted the mail. If you are having that problem and don’t think it’s spam, then please let us have your email address (you can guess my email address very easily – it’s the dead obvious one, if you want to send it to me by email…) and I can research that too. We are definitely eager to make sure support replies don’t go missing – nobody enjoys this. We’re using Helpscout for support tickets and they can trace all emails end-to-end. The forum is meant to be the solution to problems with email delivery… this bbpress moderation problem has just come up… argh…

    David

    Plugin Author David Anderson

    (@davidanderson)

    The trigger for support forum posts going into “moderation” is the poster including 3 or more URLs in their post, from what we’ve seen.

    Thread Starter design4dotcom

    (@design4dotcom)

    There were no links in my report.

Viewing 10 replies - 1 through 10 (of 10 total)
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