Hi Bradley,
Thank you for taking the time to share your feedback.
My name is Plamen, and I lead the Support team at NitroPack. I reviewed your case to better understand what happened.
From what I can see, the reason you were unable to cancel the subscription through the website was that the account had entered a Payment Overdue status. Unfortunately, this is a limitation of the billing system, and in such cases the cancellation must be handled by our Billing team.
I can also confirm that our Billing team subsequently assisted you and successfully canceled the subscription.
I understand that the process took longer than expected, and I appreciate your patience while the case was being reviewed. Looking through the correspondence, I noticed that the request was spread across multiple conversations, which made it more difficult for the team to maintain continuity and contributed to the delay.
We continuously review feedback like yours to identify opportunities to improve both our product and support experience, and your comments have been shared with the relevant teams.
Thank you again for bringing this to our attention.
Best regards,
Plamen, Head of Support, NitroPack
