Why are you still billing me..!!!!!

Problem reported by Wolfgang Kirsch 11 years ago

I have already cancelled my services last month. And still you billed me at the end of last month!

Then I see, the account is still not closed.

Your steps in Clearbooks is: Step 1 says: If you would like to close your account, please click here. Step 2: So I click there... Step 3 then says: Thank you for getting in touch. A member of the Clear Books team will contact you shortly.

What gives? I expect either way, if you phone me or not, close the frigging account!

I expect a full refund from last month and that I am NOT going to be billed again, ever!!!!

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3 Replies

Hi Wolfgang,

The reasoning behind the call requests is to ensure that we can speak to customers regarding any concerns they might have to not only provide a higher level of customer service, but to address any issues that may be rectified so as to ensure customers maintain a positive relationship with us.

Generally account closures are granted reasonably quickly. However, in this case you should have been contacted earlier about your account closure request. I will speak to our client retention advisor to investigate why this hasn't happened.

Sorry once again about the frustration and inconvenience this issue has caused.

11 years ago

Hi

I will send you an email, but I thought that you guys prefer support tickets...

What I do not understand, if you say, in your cancellation acceptance that you WILL contact me. Then why have you guys not done that for two occasions? AND please put the account on hold, then what ever happens, the account is then closed!

That is my suggestion that we do NOT have to BEG to cancel our account with you and to prevent other people having the same frustration...

11 years ago

Hi Wolfgang,

I'm sorry to hear you were incorrectly charged. Can you please send an e-mail to contact support? I will investigate why this has happened and proceed with refunding the last subscription and account closure.

11 years ago

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