Unexpected Double Billing at Quetext
Dear Quetext Support Team,
I am writing to report another issue (the first one I expressed on the 2nd of May), which is a serious billing issue with my account. I have been incorrectly charged twice within one week:
May 2nd, 2024: $4.99 charge for AI Detection plan
May 9th, 2024: Additional $20.99 charge
On May 7th, I attempted to cancel the subscription but received an error message stating: "To cancel subscription you need to have an active subscription first." This was confusing as I clearly had an active subscription at that time.
This double billing issue follows a previous problem (Ticket #46630) where my "Essential Gold Bundle" was prematurely replaced instead of being expanded when I purchased the AI Detector extension on May 2nd.
Your customer service previously replied that "the last payments went through successfully for the AI detection plan for $4.99, which has canceled your previous subscription automatically." My question is: Why does the system renew to a new plan instead of expanding the existing one, and if it automatically renews, why was there no warning about this? This lack of clear information has resulted in unexpected charges and the loss of services I had already paid for.
I request the following resolution:
1) An immediate refund of the $20.99 charged on May 9th
2) Restoration of my $4.99 plan that I had already paid for on May 2nd
Please review my account history to verify these charges. I have documentation of all transactions and error messages if needed.
I look forward to your prompt resolution of this matter.
Sincerely,
Reply from Quetext
Hi Yulia,
We are truly sorry to see your second review regarding the billing issue, and we sincerely apologize for the continued frustration this has caused. We understand this is a deeply concerning matter for you, and transferred your feedback to the technical team for changes in the account change steps and for adding more information while adding new plans to your active subscription.
We've actively worked to resolve this since your initial feedback on [May 2nd, 2024: $4.99 charge for AI Detection plan]. We believe we have taken steps to address [where your was given credits for a $4.99 payment with 25,000 words and your subscription for the Essential gold plan for $20.99 was restored successfully]. With these changes, your account was back with an active subscription of the Essential Gold plan for $20.99 per month with a billing cycle of the 9th of each month until cancellations.
To ensure we finally get to the bottom of this and provide a complete resolution, please contact our dedicated billing support team directly at [support@quetext.com]. Please note: Your account is eligible for refunds on the latest payment of $20.99, which will affect your account cancellation immediately with inactive services from 9th May to 9th June. We want to make sure we review every detail with you. On your confirmation of these changes, our team will be issuing the refunds immediately.
Your satisfaction is incredibly important to us, and we are committed to resolving this for you as quickly and efficiently as possible.
Best Regards,
Quetext Success Team