topic Re: Double charged issue/CS times to resolve in Get Support

Double charged issue/CS times to resolve

Chillforce — Sun, 25 Jan 2026 17:17:30 GMT

Hi, has anyone gotten a response from CS_Agent around the promo code/double billing issue? I was affected and I sent a message on Friday and haven't heard anything... this needs to be an all hands on deck situation.

Re: Double charged issue/CS times to resolve

BKNS27 — Sun, 25 Jan 2026 14:57:56 GMT

@Chillforce

I am sure that all CS_Agent are swamped with tickets dealing with the confusion over the 50% off promo.

Re: Double charged issue/CS times to resolve

hTideGnow — Sun, 25 Jan 2026 14:58:04 GMT

hi @Chillforce

are you new subscribers or existing subscribers trying to change to it?

did you got charged the original amount from the beginning?

Re: Double charged issue/CS times to resolve

Chillforce — Sun, 25 Jan 2026 15:04:52 GMT

@hTideGnow Existing customer, double charged and promo not showing up.

Re: Double charged issue/CS times to resolve

hTideGnow — Sun, 25 Jan 2026 15:06:53 GMT

hi @Chillforce

do you have service now?

from another $20 off promotion before, PM system will add the $20 as a credit 2 or 3 days after.

Re: Double charged issue/CS times to resolve

Chillforce — Sun, 25 Jan 2026 15:11:24 GMT

@hTideGnow I do have service, and are you sure about the $20 promotion showing up as credit later? There is no reference to this anywhere within the app that I can see nor is there any documentation stating this from any official source. Do you have a link to official policy stating this will happen? I need this in writing somewhere that can be referred to in the future in case of a dispute.

Also the future billing amount is also showing an incorrect value.

Re: Double charged issue/CS times to resolve

hTideGnow — Sun, 25 Jan 2026 15:13:06 GMT

hi @Chillforce

that was how it was with the previous $20 off promotion

for this one, we don't have an solid answer yet. So, it is a question to be answered by CS agent, but due to the high volumes, it might be a long wait. But at least you have service now, so it will be sorted out.