Double charged issue/CS times to resolve

[Chillforce]

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. 

[hTideGnow]

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. 

[Chillforce]

@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.

[hTideGnow]

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.

[Chillforce]

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

[hTideGnow]

hi @Chillforce 

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

did you got charged the original amount from the beginning?

[BKNS27]

@Chillforce 

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