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Customer Charged on no charge plan change

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christina frankola

18 Sep, 2014 01:31 PM

This comment was split from the discussion: Customer Profile is Gone!

Customer name: Elizabeth Olatunde
My staffer created a profile for her with the plan NO CHARGE VIRTUAL OFFICE, added the custom charges and attempted to charge a few times before the charge was approved.

She then saw that the plan was wrong and changed it to another no charge plan 3651 Lindell Rd Business Center. But the client was charged again. Why would that happen when the plan is no charge AND the items were 1 time and paid for?

1. 1 Posted by Jess Pendley on 18 Sep, 2014 06:04 PM

   

   Hi Christina --

   I am splitting your last comment into a new thread - like I did with this one regarding Elizabeth Olatunde. Please refrain from posting multiple issues in a single thread because it will interfere with our troubleshooting process. We want to make sure that all relevant information and communication is grouped to the proper issue.

   I am working on your current threads and I will contact via each one as soon as possible.

   Thanks!

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2. Support Staff 2 Posted by Marc Guyer on 22 Sep, 2014 02:20 PM

   

   Hi Christina -- Here's the activity on this account:

   • 2014-09-02 18:38:54: New subscription created with custom charges totalling 215.00
   • 2014-09-02 18:40:01: change bill date to 9/2, resulting in transaction attempt immediately (declined) on invoice 7082
   • Multiple attempts to change plan resulting in attempts to transact outstanding invoice (declined)
   • 2014-09-02 19:06:17: successful plan change (approved outstanding invoice)
   • 2014-09-02 19:12:25: another bill date override to 9/2 resulting in transacting invoice 7084

   All of these actions were done by [email blocked].

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3. Jess Pendley closed this discussion on 07 Nov, 2014 07:04 PM.